Process Lead, SDU, India (RG/RT)

Role overview

This position is responsible for handling complex work items independently, introducing and managing tasks as needed, and guiding a team of client associates and client analysts. The role calls for consistently delivering on quality, volume, and turnaround-time expectations while staying aligned with client requirements.

Key responsibilities

• Use client systems to complete advanced tasks and activities on your own, while following all information security policies, procedures, and standards.
• Work with colleagues and supervisors to investigate issues, resolve problems, and support client needs within required timelines.
• Create and improve procedures that help the team meet targets for quality, productivity, and timeliness.
• Draft clear, courteous, and well-structured emails for client communication and stay proactive in anticipating client requirements.
• Coach and support less-experienced team members in process learning and insurance-related knowledge.
• Identify the root cause of process breakdowns and keep the team, supervisor, and client updated on problems and corrective actions.
• Take on additional duties as required by business needs, as the list of responsibilities is not exhaustive.

Working relationships

Internally, this role interacts with team members and the supervisor. Externally, communication is primarily with client contacts through email.

Qualifications and experience

A bachelor’s degree is required. The ideal candidate should bring at least 5 years of total work experience, including a minimum of 1.5 years in a team lead role.

Skills and behavioral strengths

The role calls for the ability to train others, build strong team relationships, communicate clearly, demonstrate functional excellence, and stay customer focused.