Team Lead Operations For Fintech Process

We are hiring Team Lead Operations for Fintech Process (Customer Service - Inbound)

Location: Navi Mumbai

Role Summary:-

As a Team Lead, you will be responsible for leading a team of professionals in a Fintech process for the Digital Payments platform. You will oversee the day-to-day operations, ensure efficient workflow, and foster a collaborative environment to drive project success. Your strong leadership, technical expertise, and people management skills will play a crucial role in achieving organizational goals in managing payments via UPI, Debit/Credit Card, Wallets, and E-commerce Payment Gateway.

Key Responsibilities:-

• Supervise and mentor a team of customer service representatives handling queries, by providing guidance, coaching, and feedback to ensure consistent high-quality service delivery.
• Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance productivity and customer satisfaction.
• Collaborate with cross-functional teams to streamline processes, resolve escalated issues, and implement best practices for customer service excellence.
• Ensure adherence to established policies, procedures, and service level agreements (SLAs) within the team.
• Conduct regular team meetings, training sessions, and performance reviews to foster continuous learning and development.
• Identify and address training needs, ensuring that team members are equipped with the necessary knowledge and skills to handle customer inquiries effectively.
• Participate in the recruitment and onboarding process for new team members, ensuring a smooth transition and alignment with organizational culture.
• Maintain accurate and up-to-date documentation, including call logs, customer feedback, and performance reports.

Criteria:

1. Graduate is mandatory

2. Minimum 5 years of overall experience including 18 months as a Team Lead from any inbound call center into customer service domain.

1. Experience in similar role within the Fintech Industry.
2. Excellent communication, interpersonal, and problem-solving skills.
3. Strong analytical and decision-making abilities.

Shift:

Week Off:

If the above skill set aligns with your current experience, please share your updated resume at matildad@hexaware.com

or connect with me at 9082299130 for a detailed discussion on the role.