Description
Role Summary:
The Team Manager / Supervisor is responsible for managing the day-to-day operations of a designated team to ensure the timely and accurate delivery of services to clients and stakeholders. The role focuses on meeting operational targets, maintaining high-quality standards, and driving continuous improvement initiatives. The Team Manager serves as the primary liaison between onshore stakeholders and the delivery team, ensuring adherence to Service Level Agreements (SLAs), process compliance, and overall team performance.
The Role
Overview Of The Role
- Manage a team of associates delivering operational and transactional services across defined business processes
- Oversee daily workflow, task allocation, and performance tracking to ensure SLAs and quality metrics are consistently met
- Ensure seamless communication between onshore partners, internal departments, and the delivery team to achieve business objectives
- Monitor process volumes, ensure timely completion of requests, and proactively address potential bottlenecks
- Provide operational oversight on complex or escalated cases, guiding team members in problem resolution and decision-making
- Track performance metrics, analyze trends, and prepare regular reports on productivity, accuracy, and client satisfaction
- Conduct team huddles, reviews, and coaching sessions to improve engagement, capability, and efficiency
- Ensure adherence to compliance, information security, and data privacy standards across all activities
- Work closely with senior managers and stakeholders to identify opportunities for process optimization and automation
- Support the professional development of team members through mentoring, feedback, and structured learning programs
Qualifications
The Requirements
- Proven experience in managing or supervising teams within an operations, shared services, or transactional delivery environment
- Background in insurance, risk management, financial services, or similar industries preferred
- Strong understanding of process management, quality control, and performance tracking
- Prior experience in data interpretation, analytical decision-making, or managing variable workloads
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Excellent leadership, interpersonal, and communication skills (both verbal and written)
- Strong analytical and problem-solving ability with keen attention to detail
- Ability to work under pressure and meet tight deadlines
- Proactive mindset with adaptability to fast-changing business environments
- Willing to work in Night Shifts as per North America hours
- Open to a hybrid work arrangement (will report onsite 8 - 12x monthly), with the expectation of full on-site presence during training or for the first six months
- Work Experience: 38 years, with at least 2 years in a supervisory or people management role
- Educational Qualification: College Graduates (at least 4-year course) & Post Graduates
WTW is an Equal Opportunity Employer 
