Team Lead - US Retail Banking

candidate profile

S/he should be able to meet the quality,
productivity targets & defined timelines to ensure Service Level Agreements
(SLAs) and ensure there is no penalty due to miss in SLA’s. Should be able to work with team members to
share experience on queries. Help resolves issues & roadblocks in
execution and timely escalation to managers.Should be able to develop a strategy for
the team members to reach their goal and manage the flow of day-to-day
operations and ensure to communicate clear instructions to team members and
provide trainings that team members as when needed.Should be able to facilitate problem
solving and collaboration and maintain healthy group dynamics. Ensure tracking
& measuring process performance and team performance, reporting
effectively.Should be able to establish and maintain
relevant controls and feedback systems to monitor the operation of the team. Maintain performance and deliver as per the
process metrics and should be able to work and deliver under pressure and
contribute towards process improvement in the projects.S/he should attempt in Six Sigma projects
either individually or as a part of a team.Should attempt small steps that will lead
to improvements in any other performance measures such as volume or
transactions, reduction in rejection rates, reduction in audit observations.S/he will be the primary point of contact
between a business and its customers and should have a customer centric
approach.Should be able to help improve the CSAT
rating. Liaison with the client, submitting reports and conducting reviews
ensuring maximum customer satisfaction.


Should have 5+years of experience in the
BPO US Retail Banking Operations with prior team handling experience Excellent grasping powers able to
understand the various processes.Team player with excellent verbal and
written communication skill.Should have strong Microsoft Office skills
(excel in particular).Willing to work in 24/7 environment and
sign a service agreement as per company norms.Ability to work in flexible work schedule,
including holidays & weekends.Should have worked on processing and
checking back office transactions.Should have demonstrated methodology to
gauge the knowledge level of associates and conducting regular assessment for
them.Should have worked as a first point of
contact for client’s managers and responsible for the day to day operations for
their specific processes.Willing to sign the Service Agreement of 1
year as per company policy