Job Description

Job Summary

The Team Leader oversees daily operations within Centralized Processing Services (CPS) Shared Services, ensuring efficient workflow, accuracy, and service quality across assigned business lines. This role manages a team handling data entry, document processing, and policy assembly, meeting SLAs and operational targets. The Team Leader drives team performance through coaching, development, and process improvement in collaboration with management and stakeholders.

Key Responsibilities

Team Leadership & Operations Management

• Supervise the daily operations to ensure timely and accurate service delivery.

• Monitor team workload distribution, productivity, and quality performance to meet or exceed SLAs.

• Set clear performance expectations, provide ongoing feedback, and conduct regular performance reviews.

• Foster an engaged and motivated team culture through initiatives that promote accountability, collaboration, and continuous improvement.

• Ensure compliance with company policies, Standard Operating Procedures (SOPs), and established governance frameworks.

• Support project migrations by delivering outputs according to project plans and timelines.

Performance Management & Process Improvement

• Monitor KPIs (e.g., turnaround time, accuracy, quality) and implement action plans for improvement.

• Conduct process and product training sessions; manage updates or changes to processes when required.

• Prepare and submit regular operational and performance reports to management.

• Identify opportunities for service and process enhancements and recommend improvements to management.

Stakeholder Relationship Management

• Resolve escalations and maintain strong stakeholder communication.

• Collaborate with management on workload forecasts and new initiatives.

Training & Development

• Conduct coaching and onboarding for new hires; facilitate continuous learning sessions to strengthen product and process knowledge.

• Participate in self-development and professional training programs to enhance leadership and technical capabilities.

Job Requirements