Team Lead - Operations - International Banking Process

Role: Team Leader Operations

International Banking Domain

Location: Gurgaon (WFO)

Shift: Rotational (24-7, 5 days working)

Process: International (Voice / Non-Voice)

CTC: upto 8.5LPA

Roles and Responsibilities:

- Identify, develop, streamline and/or improve Management metrics, business rules, processes and procedures

- Ensure Account Management reporting continuously provides adequate, timely and useful support and information that business policies, business rules, processes etc are operating efficiently and effectively and in-line with BFSI/ Banking requirements and Regulations

- Assist in the facilitation and identification of solutions and resolutions - related issues that arise due to industry changes.

- To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards

- Drive, motivate Teams to improve Tele-sales and achieve consistency.

- Coordinate available resources and ensure that the daily workload is consistently completed in line with assigned targets. Review and revise the daily targets on a regular basis.

- Lead, motivate, develop, and appraise team members, coordinating their ongoing training and development in order that their individual and collective performance is of the required standard

- Quality and Process improvement Initiatives

- Ensure feedback for the process/Continuous Process improvement

- Adherence to procedures and regulations

- Communicate effectively with the client to resolve issues and disseminate updates on the floor.

- Client, Customer & People Management

- Team's Career Planning/manage team performance & expectation

- Provide daily direction and work allocation strategies that enables the team to meet their daily/adhoc Client targets.

- Handle escalation and disputed calls

- Ability to deal effectively in high pressure, dynamic situation with a large degree of autonomy

- High degree of judgment to resolve all customer related queries and complaints

- Review and constantly monitor agent performance

- Provide advice and assistance to senior management in the planning, implementation, evaluation/modifications to existing operation, systems, and procedures.

III. Desired Skills:

- BFSI/Banking industry exposure is mandatory

- Candidate should be open to work in shifts and split week-offs

- Strong Process exposure with data analytical skills

- Strong verbal and written communication skills

- Ability to work under pressure

- Strong Presentation skills

- Good problem solving and analytical skills

Educational Qualification: A degree is the prerequisite.