Customer Service Team Lead

About the role

VUMI® is seeking a Customer Service Team Lead to oversee the VIPLI Customer Service Desk for ULIP and life insurance products. This senior position combines hands‑on case management with leadership of a small, early‑stage team, ensuring high‑quality service delivery in line with Service Level Agreements.

Key responsibilities

• Manage the end‑to‑end lifecycle of customer and agent service requests within the CRM system, ensuring proper logging, categorisation, prioritisation and tracking.
• Act as the escalation point for complex, sensitive or high‑priority cases such as claims, complaints and onboarding delays.
• Support team members in resolving difficult queries and maintain compliance with governance standards.
• Identify process inefficiencies, propose improvements and help build a scalable service model.
• Gather and communicate customer and partner feedback to senior management, influencing operational decisions.
• Participate directly in case handling during peak periods to meet SLA targets.

Required profile

• Proven experience in customer service or service‑desk environments, preferably within insurance or financial services.
• Strong leadership abilities with a “player‑coach” mindset.
• Excellent analytical and problem‑solving skills.
• Ability to work autonomously and drive continuous improvement.

Required skills

• CRM system proficiency (ticket‑based case management).

What we offer

• Opportunity to shape the service function of a growing international insurance division.
• Collaborative, multicultural work environment with more than 550 professionals worldwide.