Executive - Operations, Pune

Team Leader JD for the BFL Project

• Manage a team of 20-25 associates for multiple processes.

• Banking Sector experience mandatory

• Client communication via emails, phone calls and G-meetings

• Schedule and allocate to team members tasks and activities to meet Customer Service KPI’s

• Close monitoring of day to day operations, productivity, quality, logins, breaks, logouts, etc.

• Manuals/SOPs periodic review & updation approval from clients.

• Discover training needs and provide coaching

• Absenteeism management, ensuring adequate staff available during day to day operations.

• Attrition management

• Preparing Dashboards and MIS publishing as per business needs

• Sets Clear Team goals and KPI’s, Plan and organize team building activities

• Daily team huddles on performance and targets.

• Monthly 1-1 discussion with team members.

• Listen to team members’ feedback and resolve any issues or conflicts

• Identify new process improvement and automation opportunities

• Motivating Quality resources for career growth and grooming the right talent.

Team Leader Requirement and Qualification:-

• Graduate in any stream with minimum 4-5 years of experience

• Team Handling experience required

• Good knowledge of MS Office & Excellent MS-Excel

• Good Presentation skills & Written and spoken English

• Good organization and communication skills

• Good leadership skills and the ability to motivate and train employees

• Able to work in a team and stressful conditions

• Critical thinker and problem-solving skills Ready to work in shifts (If required) & Extended hours

• Good time-management skills

• Working 6 days for week & Sunday working during month ends

Category: Operations Group

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Requisition: J0089632