Team Leader, Operations (Banking/Finance Industry)

Job description

Roles & Responsibilities –

• Managing a team of 20 to 25 FTE'
• Client/Customer/People Management
• Drive Performance in the team to meet targets
• Manage the daily team activities and ensure the daily operations run smoothly.
• Drive Team adherence and manage monthly scheduling.
• Handling Escalations
• Manage key business metrics like SLA's and CSAT
• Run reports & conduct a thorough analysis of SLA misses.
• Drive Continuous Improvement in the team along with metrics improvement
• Generate dashboard and scorecards for the Team for review.
• Performance management and appraisals for the entire Team.
• Weekly Reviews to the Management on key deliverables.
• One-One with the team and scheduled Monthly Team meetings.
• Feedback and Coaching
• Knowledge management for the team and quality control
• Apply performance management strategies - action plans, BQ planning
• Responsible for people/employee career development
  

Generic & Behavioral Skills –

• Excellent verbal and written communication skills.
• Should be willing to work in shifts along with the team in customer business time.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Practice and focused on Metrics.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in process.
• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
• Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.
• Has Banking / Finance working background is preferred.