Service Delivery Leader

Role Overview

This position sits within a dedicated virtual staffing and back-office support setup for a U.S.-based commercial property and casualty insurance agency. The India team supports the full policy journey, from quote creation through renewal, while working alongside a U.S. producer team.

Key Responsibilities

• Take ownership of recurring KPI reporting across the policy lifecycle, including turnaround time, service level performance, and overall team output.
• Prepare and keep current the Task Report in EZlynx, along with reports for missed calls, renewal book-of-business activity, and new business tracking, following a fixed schedule.
• Monitor inspection recommendation status and ensure issues are actually progressed, not just recorded.
• Maintain an aging-task dashboard so items that remain open beyond expected timelines are visible during team-lead reviews.
• Compare coverage compliance verification reports against the agency compliance matrix and raise any gaps early to reduce E&O exposure.
• Track indicators of client relationship health such as renewal retention, complaint counts, and response time trends, and highlight accounts that appear to be weakening.
• Keep HR-related operational reporting current, including attendance, training completion, and disciplinary tracking, in coordination with back-office leadership.
• Identify bottlenecks, recurring trends, and process issues and escalate them to the Operations Manager before they affect the client experience.

Coordination and Stakeholder Management

• Develop productive working relationships with team leads and individual CRMs/processors, focusing on the context behind open tasks, missed calls, and stalled inspection recommendations.
• Conduct regular check-ins with back-office leads and subject matter experts on workload, service levels, and unresolved issues, and speak directly with the person handling a specific item when deeper follow-up is needed.
• When work gets stuck, investigate the root cause, help move it forward where possible, and escalate only issues that cannot be solved at this level.
• Serve as the main operational bridge between the Operations Manager and daily back-office activity, translating priorities in both directions.
• Support the Operations Manager and Agency Manager with analysis, meeting preparation, and completion tracking for action items.

Process Ownership

• Monitor compliance with documented SOPs, including task notation rules, EZlynx labeling standards, and folder organization, and surface recurring breakdowns.
• Maintain and continuously improve reporting templates and tracking tools used by the back-office team.

Eligibility and Requirements

• At least 5 years of experience in BPO or shared-services operations, including prior team-leading exposure.
• This remains an individual contributor role; leadership experience is expected to build credibility with team leads, not to manage them formally.
• Ability to build trust and rapport with both team leads and front-line staff, even without direct authority.
• Bachelor's degree in Commerce, Business, or a related discipline such as Business Analytics.
• Hindi is mandatory; other languages are an advantage. English is needed for internal reporting and coordination.
• Willingness to work an evening/night IST schedule aligned with U.S. business hours.
• Strong Excel capability, especially with pivot tables and dashboards.
• Experience with EZlynx or a similar agency or policy management system is preferred but not required.
• Power BI, Tableau, or comparable reporting tools are beneficial but optional.
• Proven ability to build and present operational or KPI reporting to leadership.
• Experience leading cross-functional discussions and ensuring follow-through, even without direct reports.
• Open to joining on a flexible notice period for the right candidate.

Additional Information

The role is based in Hyderabad, India and follows an evening to night shift arrangement that overlaps with U.S. working hours.

Compensation is offered in the range of INR 25,00,000 to INR 35,00,000 per year.