Team Lead

• Capable of leading transitioning of activities.
• Drive process improvement and automation efforts within the team to generate efficiencies.
• Possess good communication and maintain strong collaboration with the business team.
• Ensure the team has adequate employee resources, system access, and necessary skill sets to achieve objectives.
• Collaborate with Operations Managers to develop clear, challenging objectives for team members, including stretch goals, and ensure these are effectively cascaded.
• Focus on the career development of team members and identify appropriate growth opportunities.
• Ensure timely and appropriate recognition is provided to team members based on their performance and contributions.
• Conduct transparent individual performance reviews, providing constructive feedback and guidance.
• Provide process training and guidance to team members as and when needed.
• Support general departmental activities and initiatives as required.
  

Responsibilities

RESPONSIBILITIES

• Diligently monitor process queues to ensure all Service Level Agreements (SLAs) are met on a daily basis and promptly report any SLA misses to management.
• Lead, coach, and support a team of reporting members, actively managing their performance to ensure the delivery of outstanding service.
• Review and report accurate team daily work outputs daily using metrics to monitor performance and quality.
• Drive initiatives to improve the quality of services utilizing established quality frameworks (such as LOD, TGW, and DRGs) and implement effective action plans.
• Support internal reviews (like CSA/MCRP) and external audits (including GAO, as applicable).
• Perform detailed DRG reviews monthly or as required, proactively identify gaps and implement effective action plans.
• Capable of leading transitioning of activities.
• Drive process improvement and automation efforts within the team to generate efficiencies.
• Possess good communication and maintain strong collaboration with the business team.
• Ensure the team has adequate employee resources, system access, and necessary skill sets to achieve objectives.
• Collaborate with Operations Managers to develop clear, challenging objectives for team members, including stretch goals, and ensure these are effectively cascaded.
• Focus on the career development of team members and identify appropriate growth opportunities.
• Ensure timely and appropriate recognition is provided to team members based on their performance and contributions.
• Conduct transparent individual performance reviews, providing constructive feedback and guidance.
• Provide process training and guidance to team members as and when needed.
• Support general departmental activities and initiatives as required.
  

Qualifications

QUALIFICATIONS

• Bachelor’s or Master’s degree in Commerce (B.Com / M.Com) or a Master’s in Business Administration (MBA).
• Proven experience in leading a team, ideally with multiple functional responsibilities.
• Excellent communication skills in English—both written and oral.
• Strong analytical skills with a demonstrated ability to ensure high-quality output from both self and the team.
• Knowledge of Ford Credit Business and a basic understanding of Account Services and Vehicle Liquidation functions would be a significant advantage.
• Prior experience in the Transfer of Equity process will be an added advantage.