Operations Team Lead

Operations - Team Lead

The Role
This is not a routine policy-processing or supervisory role.
The Operations Lead will own the complete operational lifecycle across policy issuance, endorsements, cancellations, SLA/TAT, dealer support, insurer coordination, operational escalations, team productivity and technology-enabled process automation.
The person will lead the L2 Operations function and work closely with Sales, Finance, Product and Technology teams to ensure that operational issues do not become business bottlenecks.
The ideal candidate is a hands-on operator, problem solver and process owner who can manage people, processes, partners and technology together.

Key Responsibilities
1. Motor Insurance Operations
Own day-to-day execution and quality of:

• New Motor Policy Issuance
• Renewals
• Endorsements
• Cancellations
• Policy corrections
• Break-in cases
• Inspection coordination
• Documentation and verification
• Premium / coverage / add-on validation
• Policy servicing and related operational requests

Ensure accuracy, compliance, productivity and SLA adherence across the complete process.

2. SLA & Operations Management
Own operational SLA/TAT from case initiation to closure.

• Monitor real-time operational performance and pending cases.
• Identify SLA risks and intervene before they become escalations.
• Track SLA performance across insurers, portals, dealers, regions and business channels.
• Establish structured reason, category and sub-category classification for operational exceptions.
• Conduct RCA for SLA breaches and recurring operational issues.
• Drive corrective and preventive actions.
• Maintain operational dashboards and performance reviews.
• Ensure consistent SLA adherence across the L2 function.

The expectation is to prevent SLA breachesnot simply report them.

3. Technology-Enabled Operations & Automation
Lead the evolution of a technology-enabled insurance operations model.

• Drive adoption and optimization of AI/ML-enabled and intelligent workflow solutions across policy issuance and servicing.
• Identify repetitive, high-volume and error-prone processes for automation.
• Work with Product & Technology teams to convert operational requirements into scalable solutions.
• Monitor automation effectiveness, processing accuracy and operational throughput.
• Analyse exceptions and recurring failure patterns and drive resolution.
• Continuously reduce manual dependency and operational turnaround time.
• Ensure appropriate operational fallback processes for technology or system exceptions.

The goal: faster processing, higher accuracy, lower operational dependency and scalable growth.

4. Insurer, Aggregator & Portal Management
Act as the operational SPOC for insurers, aggregators and external operational partners.

• Coordinate with insurers and aggregators for issuance, servicing and escalation matters.
• Manage insurer/portal-related operational issues.
• Maintain appropriate redundancy and fallback processes for critical operational dependencies.
• Track insurer-wise operational performance and SLA.
• Ensure timely escalation and closure of unresolved issues.
• Work with Technology/Product teams to address recurring portal/process issues.

5. Dealer & Sales Operations Support
Own Operations as a focal point for Sales and Dealer support.

• Resolve dealer operational queries and escalations.
• Support Sales on issuance, endorsement, cancellation and servicing requirements.
• Define and maintain SalesOperations escalation processes and response SLAs.
• Ensure dealer issues are tracked through closure.
• Identify recurring dealer issues and eliminate root causes.
• Work closely with Sales to ensure operational readiness for business growth.

6. L2 Team Leadership & Productivity
Lead the L2 Operations team and own its performance.

• Allocate workload based on volume and priority.
• Set individual and team productivity expectations.
• Monitor workload, capacity, productivity and quality.
• Conduct daily/weekly operational reviews.
• Coach and develop team members.
• Identify performance gaps and initiate corrective actions/PIPs where required.
• Manage shift planning, leave and operational coverage.
• Build a high-accountability and high-productivity culture.

7. Wallet, Recharge & Operational Reconciliation
Coordinate and own operational resolution for:

• Dealer wallet/recharge issues
• Recharge failures
• Balance discrepancies
• Policy-to-wallet reconciliation
• Dealer payment-related operational queries
• Coordination with Finance on operational reconciliation and settlement issues

8. MIS, Analytics & Operational Governance
Establish a reliable Operations Control & Reporting framework covering:

• Policy volumes
• SLA/TAT
• Pending cases and ageing
• Error/quality rates
• Productivity
• Insurer/portal performance
• Dealer/region performance
• Escalations
• Root-cause trends
• Automation effectiveness
• Operational exceptions

Strong Excel / Power BI / SQL / analytical capability will be an advantage.

Key Success Metrics
The candidate will be measured on measurable business outcomes, including:

• SLA/TAT adherence
• Policy issuance accuracy
• Endorsement & cancellation TAT
• Pending-case ageing
• Escalation resolution time
• Team productivity
• Dealer support SLA
• Insurer/partner issue resolution
• Operational error rate
• Automation-enabled processing efficiency
• Reduction in manual intervention
• Process improvement and cost efficiency

What We're Looking For
Must Have

• 5-8 years of experience in Motor/General Insurance Operations.
• Strong hands-on experience in policy issuance and servicing.
• Good understanding of endorsements, cancellations, renewals, corrections and break-in cases.
• Proven experience managing SLA/TAT and high-volume operations.
• 2-3+ years of team-handling/L2 management experience.
• Experience coordinating with multiple insurers/insurance partners.
• Strong escalation and stakeholder-management skills.
• Strong Excel/MIS and analytical capability.
• Ability to identify operational bottlenecks and drive RCA/corrective action.
• Ability to work in a fast-paced, high-growth environment.