Team Lead - Operations - FinTech

Core Responsibilities:

- Drive operational efficiency and effectiveness within the team.

- Foster a culture of continuous learning and improvement.

- Lead, motivate, and guide a team of call center agents to achieve performance targets and deliver exceptional customer service.

- Conduct regular team meetings, performance reviews, and provide constructive feedback to enhance individual and team performance.

- Monitor and manage call inflows, ensuring efficient distribution of calls among team members.

- Implement strategies to optimize call handling processes and reduce wait times for customers.

- Generate and analyze daily, weekly, and monthly reports to evaluate team performance and identify areas for improvement.

- Implement and enforce quality assurance standards to ensure that agents adhere to established procedures and deliver high-quality service.

- Foster a customer-centric culture within the team, emphasizing the importance of customer satisfaction.

- Handle escalated customer issues on utmost priority and address escalated customer issues and collaborate with other departments to resolve complex problems.

- Identify training needs within the team and coordinate training sessions to enhance skills and knowledge.

- Collaborate with account managers to understand client requirements and expectations.

- Act as a liaison between account managers and the MEC team to ensure seamless communication and service delivery.

- Ensure that the team follows regulatory and compliance requirements.

- Resolve conflicts within the team through effective communication and mediation.

- Provide mentorship to team members for skill enhancement.

- Deliver constructive feedback to team members with a focus on improvement and recognition of positive performance.

- Ensure team adherence to SLAs and deadlines.

- Implement strategies to consistently meet or exceed SLAs.

- Foster teamwork and collaboration for increased productivity.

- Ability to rectify situations where SLAs are at risk.

- Ensure accurate and comprehensive documentation of operational processes.

Other Responsibilities:

- Implement industry best practices to optimize processes.

- Promote a positive team dynamic.

- Tailor mentoring approaches to individual learning styles.

- Utilize Excel functions to streamline operational processes and data analysis.

- Encourage creative thinking and exploration of unconventional solutions within the team.

- Able to analyze data to the best for forecast the model excellence.

Qualification:

- Bachelor/ masters degree in Business, Management, or a related field.

- Proven experience in operations management and team leadership.

- Strong analytical and problem-solving skills.

- Advanced proficiency in Excel, data analysis and other relevant tools.

- Excellent communication and interpersonal skills.

- Relevant experience in Fintech or E-Commerce with proficiency in the account management domain is a plus.