Lead – Partner Help Desk
Department: Partner Support
About Role:
With the increasing volume of partner queries, escalations, process support requirements, and coordination across multiple teams, there is a need to strengthen the Partner Help Desk function with an experienced resource who can effectively manage , communication, issue resolution, and team coordination.
Key Responsibilities
- Manage inbound and outbound partner communications via calls and emails.
- Ensure timely resolution of queries related to policies and portal issues
- Monitor service levels and adherence to TAT
- Collaborate with internal teams for issue resolution
- Drive process improvements and maintain records
- Lead and mentor team members
Required Skills & Experience
- 3–4 years in customer/partner support (Insurance preferred)
- Leadership experience (1–2 years)
- Proficiency in MS Office and CRM tools
- Strong communication and problem-solving skills
