Senior Team Lead

Job description

Business Unit: Insurance BPO – Life & Pension Services Shift: UK / European Business Hours Employment Type: Full‑time Role Overview We are looking for an experienced Team Leader to manage Life & Pension Operations for our global Insurance BPO business. The role is responsible for overseeing day‑to‑day delivery, leading and developing a team, ensuring compliance with service levels, fostering a culture of quality, and driving continuous process improvements. This position involves extensive interaction with UK/European stakeholders and requires a strong blend of people leadership, operational discipline, and domain understanding. Key Responsibilities Team Leadership & Performance Management Lead, coach, and develop a team of executives handling Life & Pension transactions. Conduct regular performance reviews, provide feedback, and create development plans. Foster a positive, collaborative, and accountable team environment. Service Delivery & SLA Management Ensure all processes are delivered within agreed SLAs, KPIs, and compliance standards . Monitor daily work allocation, track productivity, and ensure timely completion of tasks. Manage escalations proactively and liaise with UK/Europe stakeholders. Quality & Compliance Drive a culture of zero defects , ensuring adherence to quality guidelines and audit requirements. Conduct quality checks, root cause analysis (RCA), and implement corrective or preventive actions. Ensure process controls are followed in line with regulatory and client standards. Process Management & Continuous Improvement Identify process gaps and improvement opportunities through data analysis and team feedback. Implement Lean/Six Sigma‑based improvements (if applicable) to enhance efficiency and reduce risk. Support transformation initiatives and transitions as required. Stakeholder Management Interact regularly with onshore (UK/Europe) teams for updates, clarifications, and governance discussions. Prepare and present operational dashboards and performance reports. People, Culture & Engagement Drive an empathetic and high‑trust culture of teamwork, integrity, and accountability. Promote adherence to organizational values and contribute to employee engagement initiatives. Encourage continuous learning and skill enhancement within the team. Skill Requirements Graduate in any discipline; Insurance certification preferred. 3–6 years of experience in Insurance BPO operations, with at least 1–2 years in a team lead capacity. Strong communication skills — written and verbal — suitable for UK/European business communication. Good understanding of Life & Pension servicing , workflow management, customer handling, and policy updates. Strong knowledge of SLAs, KPIs, quality metrics , and productivity management. Ability to lead teams in a dynamic, high‑volume operational environment. Proficient in MS Office (Excel, Outlook, PowerPoint). Preferred Competencies Leadership & People Development Analytical & Decision‑Making Skills Quality Orientation & Risk Awareness Process Improvement Mindset Stakeholder Communication Problem Solving Time & Priority Management Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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