Service Support Lead
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Summary
Service Support Lead in Mumbai acting as the primary contact for the company's US onshore branch: managing the end-to-end US health insurance policy lifecycle, renewals, and compliance documentation (Census, SBC, SPD, carrier contracts), while supporting client managers and coordinating with onshore teams. It's an insurance operations/client-servicing role, not hands-on software development.
Role & responsibilities
- Act as the primary point of contact for the US onshore branch, providing client and operational support.
- Manage end-to-end US Health Insurance policy lifecycle and renewal activities.
- Ensure regulatory compliance, documentation accuracy, and adherence to quality standards.
- Support 45 Client Managers managing approximately 70 client accounts.
- Coordinate with onshore teams and internal operations to meet renewal deadlines.
- Review and validate insurance documents, including Census, SBC, SPD, carrier proposals, contracts, and policies.
- Resolve client queries, escalations, and operational issues while minimizing rework.
- Identify risks, ensure timely issue resolution, and maintain strong stakeholder relationships.
- Manage multiple priorities independently while ensuring high-quality and timely service delivery.
Preferred candidate profile
- Strong knowledge of US Health Insurance, group benefits, and renewal processes.
- Experience in client servicing, policy administration, and insurance operations.
- Understanding of insurance documentation, compliance, and regulatory requirements.
- Experience coordinating with US onshore teams and internal operations.
- Excellent communication, stakeholder management, and problem-solving skills.
- Strong attention to detail, organizational skills, and time management.
- Ability to manage multiple accounts, resolve escalations, and take ownership of issues.
- Good written communication and presentation skills.