Team Lead

The Team Leader will be responsible for managing day-to-day operations of the Pre-Policy Medical Check (PPMC) process for insurance clients. The role involves leading a team of associates handling customer coordination, appointment scheduling, medical centre liaising, and client escalations to ensure timely and accurate completion of pre-policy medical requirements.

The TL will drive productivity, process adherence, quality, and customer satisfaction metrics, while also supporting automation and efficiency initiatives.

Key Responsibilities:

1. Team Management Operations

Supervise a team of associates handling end-to-end PPMC coordination (appointments, follow-ups, reschedules, etc.).

Monitor daily volumes, task allocation, and ensure SLAs on TAT, quality, and productivity are met.

Conduct daily huddles, set targets, and track agent performance.

Ensure adherence to process workflows and communication protocols with diagnostic centres and insurers.

2. Quality Process Control

Audit calls, emails, and CRM entries to ensure accurate and compliant documentation.

Identify process gaps and recommend corrective actions.

Track and report operational errors, missed appointments, and repeat calls.

3. Customer Client Handling

Manage escalations from customers and clients.

Ensure prompt resolution of customer grievances through coordinated follow-up.

Analyse trends (missed appointments, cancellations, low utilisation) and propose improvements.

6. Cross-Functional Coordination

Liaise with diagnostic centres, insurer SPOCs, and internal tech/CRM teams for smooth process flow

Support implementation of new automation tools or CRM features to streamline operations.

Key Performance Indicators (KPIs):

Team Productivity Utilization

Appointment Confirmation Rate

TAT Adherence

Quality Audit Scores

Customer Satisfaction (CSAT/NPS)

Attrition Attendance

Required Skills Qualifications:

Graduate in any discipline (preferably life sciences, healthcare, or insurance background).

35 years of experience in operations/customer service, with at least 12 years in a team leadership role.

Prior experience in insurance, health check coordination, or medical BPO preferred.

Strong interpersonal, analytical, and communication skills.

Proficiency in CRM tools, Excel, and MIS reporting.

Ability to manage performance and motivate teams under tight timelines.

Preferred Attributes:

Exposure to Life or Health Insurance pre-policy medical processes.

Knowledge of CRM-based appointment or workflow tools.

Ability to handle escalations calmly and diplomatically.

Process-oriented with a focus on continuous improvement.