Team Lead - Insurance

Location: Ernākulam

We are looking for an experienced  Associate Manager –SD  to lead a high‑performing team supporting U.S. insurance benefits through a  voice/blended  environment. This role is ideal for someone who thrives in operations, enjoys solving complex benefit issues, and can drive both performance and customer experience.

Key Responsibilities
Team Leadership  — Lead and coach a team handling inbound/outbound calls, case management, and benefits transactions.
Benefits Operations  — Oversee enrollments, eligibility updates, Documentation, life/disability claims, and policy servicing.
Quality & Compliance  — Ensure adherence to ERISA, HIPAA, ACA, COBRA, and internal controls.
Client & Carrier Coordination  — Serve as the operational contact for client teams, HR, payroll, and carriers.
Performance Management  — Monitor SLAs, AHT, quality, productivity, and schedule adherence.
Process Improvement  — Identify workflow gaps, drive standardization, and support automation initiatives.
Open Enrollment Support  — Manage OE readiness, communication, and issue resolution

Requirement

Should have Insurance Healthcare or Benefit administration experience with voice calling US geo.
8–10 years  of experience in benefits administration, insurance operations, or HR shared services.
3+ years  leading teams in a  voice or blended operations  environment.
Strong knowledge of  ERISA, HIPAA, ACA, COBRA , and U.S. benefits eligibility rules.

Experience with benefits platforms (Workday, ADP, Benefit focus, Alight, Mercer, etc