About the role

Position: Support Lead

Experience: 12–15 years

Industry Expertise: Insurance (Motor and Health), Health Claims preferrable

Location: Bhandup, Mumbai

About the Role

We are seeking an experienced Support Lead with deep expertise in the Insurance domain, specifically Motor and Health business lines. The ideal candidate will have 12–15 years of industry experience and a proven track record of managing support operations, leading teams, and collaborating across business and technical stakeholders. This role requires strong leadership, analytical skills, and the ability to drive issue resolution while ensuring service excellence.

Key Responsibilities

Team Leadership: Manage and mentor the support team, ensuring effective ticket handling and timely resolution.
Ticket Management: Oversee support tickets, assist in analysis, route tickets to the appropriate teams, and ensure SLA adherence.
Cross-Functional Collaboration: Work closely with L3 support, development teams, underwriters, operations, and business stakeholders to resolve issues.
Escalation Handling: Take ownership of escalations, drive them to closure, and minimize business impact.
Vendor Management: Manage vendor relationships and vendor resources, ensuring accountability and performance.
Reporting & Reviews: Attend Weekly Status Reviews (WSRs), prepare reports, and ensure adherence to turnaround times (TAT).
Process Improvement: Identify gaps in support processes and recommend improvements to enhance efficiency and customer satisfaction.

Required Skills & Competencies

Strong knowledge of Motor and Health insurance business processes . Strong understanding of Health Claims
Proven experience in support operations and ticket lifecycle management.
Excellent analytical and problem-solving skills .
Ability to collaborate across cross-functional teams and manage stakeholder expectations.
Strong communication and presentation skills.
Experience in vendor management and resource coordination.
Ability to work under pressure and manage multiple priorities effectively.

Certifications

Insurance certifications (preferred but not mandatory).

Why Join Us

Opportunity to lead a critical support function in a dynamic insurance environment.
Exposure cross-functional collaboration with business, operations, and technology teams.
Chance to drive process improvements and contribute to organizational growth.