We are seeking an experienced and results-oriented Insurance Team Leader to oversee daily operations, lead a high-performing team, and ensure the consistent delivery of exceptional customer service within the insurance industry. The ideal candidate has proven leadership experience in insurance operations, strong coaching and performance management skills, and a thorough understanding of insurance processes, compliance requirements, and client service standards.
Key Responsibilities
- Lead, coach, and motivate a team of insurance professionals to consistently achieve operational and performance goals
- Monitor and manage key performance indicators (KPIs), including productivity, quality, service levels, turnaround time, compliance, attendance, and customer satisfaction
- Conduct regular coaching sessions, one-on-one meetings, performance evaluations, and development planning to enhance employee performance and engagement
- Ensure compliance with company policies, insurance regulations, standard operating procedures (SOPs), and client-specific requirements
- Identify performance gaps, recommend process improvements, and implement corrective action plans to achieve operational excellence
- Handle complex customer concerns and escalated insurance-related issues, ensuring timely and effective resolution
- Prepare and analyze operational reports, performance dashboards, and workforce metrics to support business decisions
- Collaborate with cross-functional teams, including Quality Assurance, Training, Operations, and Client Services, to improve processes and service delivery
- Support workforce planning, scheduling, and resource allocation to meet service level agreements (SLAs)
- Foster a culture of accountability, continuous learning, collaboration, and customer-centric service
Qualifications
- Minimum of 1 years of experience in a supervisory, team leadership, or management role within the insurance industry
- Strong knowledge of insurance products, policy administration, claims processing, underwriting support, customer service, or insurance operations
- Experience managing teams in an insurance BPO, shared services, brokerage, agency, or carrier environment is highly preferred
- Proven ability to coach, mentor, and develop employees while driving individual and team performance
- Strong understanding of operational KPIs, workforce management, quality assurance, and performance improvement initiatives
- Familiarity with insurance compliance requirements, documentation standards, and regulatory guidelines
- Excellent leadership, communication, interpersonal, and conflict-resolution skills
- Strong analytical, organizational, and problem-solving abilities with exceptional attention to detail
- Proficiency in Google Workspace (Google Sheets, Docs, Gmail, and Meet) and experience using CRM or insurance management systems is an advantage
- Ability to prioritize multiple tasks, adapt to changing business needs, and thrive in a fast-paced environment
Why Join Us
If you're a people-focused leader with a strong background in insurance operations and a passion for coaching teams, driving operational excellence, and delivering outstanding customer experiences, we'd love to hear from you. Join us and help shape a high-performing team committed to providing exceptional insurance services.
