Team Lead- Copilot Support

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Copilot Support Team Lead

Location: Bangalore (Work from Office)

Employment Type: Full-Time

Role Summary

Lead the Copilot support team, manage escalations, improve support operations, and ensure a high-quality employee experience.

Key Responsibilities

• Lead and mentor the support team.
• Act as primary escalation point for complex issues.
• Monitor SLAs, ticket quality, and user satisfaction.
• Coordinate with IT, Security, and Microsoft 365 teams.
• Drive root-cause analysis and process improvements.
• Provide support metrics and adoption reports.
  
  

Requirements

• 5+ years of IT Support or Microsoft 365 support experience.
• 2+ years of people leadership experience.
• Strong knowledge of Microsoft 365 ecosystem.
• Experience handling escalations and incident management.
• Excellent stakeholder management and communication skills.
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.