Team Lead - Operations - BFSI

Designation: Team Lead

Location: Bangalore

Job Description:

Role Expectation:

Team Lead Operation provides Leadership in the management of the business unit comprising of 20+ employees. The TL Operations will also be accountable for the day to day operations his/her direct and in direct teams. He / she will work closely with the Global Partners to understand the business priorities and ever increasing needs of our customers to align their teams to execute the day today operations. Continuously focus in developing the team to achieve Individual goals and contribute to Organizational goals.

Key Competencies\Skills: Very Strong Leadership skills, Excellent Communication Skills, Experience in Project Management and Working knowledge in BFSI is a must. Strong People and Partner Management Skills and Very strong Analytical and Problem Solving Skills. Prior experience in working with US based Financial Services BPO/KPO is a must.

Key Roles & Responsibilities:

- Manage the day-to-day operations of a complex business unit.

- Identify issues\bottlenecks that prevent\hinder the organization in providing the best in class customer experience, escalate them appropriately and collaborate with Clients and internal partners to fix those issues

- Conduct performance evaluations and salary reviews for team members. Identify the current competencies of each associate and provide training and development in required skill areas.

- Promote teamwork and responsiveness of individuals in their areas of responsibility through support and coaching.

- Lead or participate on project teams involved with departmental or strategic projects.

- Monitor staffing needs for the team, within the requirements of the department budget, and establish workforce plan that anticipates business needs and staffing resources.

- Ensure the team has the tools, support and guidance necessary in order to fulfil its daily responsibilities in a timely and accurate manner.

- Manage Global business partners. Foster team work and innovation across the sites to improve performance and customer experience.

- Lead or participate on project teams involved with departmental or strategic projects and planning.

Experience, Qualification and Skills:

- Bachelor’s Degree in Commerce\Management with 5+ years of overall corporate experience Financial Services background is a must

- Strong analytical skills and orientation to details

- Excellent Communication Skills

- Leadership and personnel management skills

- Prioritization and time management skills

- Customer / Partner centricity

- Flexibility to work in night shifts