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
Knowledge or experience in General Insurance preferred
Leadership experience within Shared Services or Business Process Outsourcing (BPO) environment preferred.
Strong communication (written and verbal), analytical, and organizational skills required.
Ability to multitask, prioritize effectively, and deliver under pressure.
Proficiency in performance monitoring and report generation tools.
Proficiency in Microsoft Office applications, especially Excel and PowerPoint.
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required