We are looking for an experienced Team Lead – US Property & Casualty Insurance to manage and guide a team of Virtual Assistants supporting US insurance clients. This role focuses on people leadership, operational excellence, and client satisfaction, ensuring team performance aligns with quality, productivity, and service standards.

The Ideal candidate will report directly to the Senior Manager and play a key role in team development, performance management, and client support.

Qualifications & Requirements

• Minimum 2–3 years experience as a Team Lead / Supervisor in:
  • US Property & Casualty Insurance
  • Insurance BPO / Shared Services / Back-office Operations
• Strong background in people management and performance coaching
• Excellent communication skills (written and verbal)
• Experience handling US-based clients is highly preferred
• Strong organizational, reporting, and analytical skill

Key Responsibilities

Operations & Insurance Expertise

• Act as a Subject Matter Expert (SME) for US Property & Casualty insurance processes
• Ensure compliance with internal policies, procedures, and client requirements
• Stay updated on insurance workflows, tools, and best practices
• Support recruitment by conducting interviews and endorsing qualified candidates to clients

People Leadership

• Lead, manage, and oversee the daily activities of team members
• Provide coaching, training, and performance feedback using client data and metrics
• Motivate and support team members to achieve quality, productivity, and SLA targets
• Promote discipline, accountability, and professional growth within the team

Performance & Reporting

• Monitor team KPIs, productivity, quality scores, and attendance
• Prepare daily, weekly, and monthly reports for management and clients
• Develop performance improvement and action plans (daily, MTD, YTD)
• Manage attrition and absenteeism within acceptable limits

Collaboration & Culture

• Work closely with internal teams, clients, and stakeholders
• Promote a culture of respect, professionalism, and accountability
• Uphold company values and contribute to a positive work environment