Team Leader Operations

Reports to: Head of Operations / PCC Lead | Experience: 6–10 yrs general insurance ops, 2+ yrs leading a team | Team: 5–12

Purpose: Run the PCC operations desk day to day — accuracy, system readiness, documented process, and team capability. Hands-on, not supervisory-only.

Responsibilities

• Troubleshooting: First escalation point for failed/stuck transactions across proposal, issuance, endorsement and renewal. Root-cause across data, product config, underwriting rules, document output, payment and integrations. Maintain a defect/workaround register and pursue permanent fixes with IT.
• UAT: Own the ops side of UAT for new products and releases. Build scenarios and test data, run cycles, log and re-test defects, run regression, give a documented go/no-go.
• SOPs: Author and version-control SOPs, process maps and checklists with TAT, maker-checker and authority limits built in. Refresh after every system or regulatory change. Keep processes audit-ready.
• Team: Onboard, train and certify resources; allocate workload and monitor queue ageing; sample-check quality and coach gaps; publish MIS on volumes, TAT, errors and pendency with corrective actions.

Requirements: Strong general insurance product and lifecycle knowledge; practical command of a policy admin system including audit trails and error logs; clear SOP-grade documentation; Excel/MIS; calm under escalation and credible with both IT and business. Degree; III/CII preferred.

First 6 months: Full SOP library live · UAT completed with defect leakage under threshold · TAT and accuracy at target · every team member certified and independent.