Team Lead - Operations

Job Summary:

We are seeking an experienced and result-driven Team Leader - Operations to lead a domestic contact center team in the Banking Process for SBI. The ideal candidate will be responsible for ensuring smooth operations, managing team performance, and delivering high-quality customer service while maintaining compliance with process guidelines.

Key Responsibilities:

- Lead and manage a team of customer service executives handling the SBI Banking Process.

- Monitor team performance and ensure achievement of operational targets (KPI's).

- Provide coaching, training, and performance feedback to team members for continuous improvement.

- Ensure adherence to process guidelines, quality standards, and compliance norms.

- Handle escalations and resolve operational issues effectively.

- Monitor daily operations, ensure timely reporting, and maintain productivity.

- Facilitate effective communication between management and the team.

- Ensure accurate and timely knowledge of Mutual Funds as part of the process.

Requirements:

- Graduate from any recognized University.

- Minimum 4+ years of overall experience, with at least 1 year as a Team Leader in Domestic Contact Centers handling Banking Process.

- Strong knowledge of Mutual Funds.

- Excellent English and Hindi communication skills (verbal and written).

- Immediate joiners preferred.

- Candidates must be located in Bangalore.

- Willing to work from the office (Shivajinagar, Bangalore).

- Availability for 6 days working with 1 rotational off.