Team Leader

Key Result Areas

Strategy

Contribute towards developing the business strategy of the service line/function.

Cascade elements of the above to reporting teams.

Participate and contribute in the performance review of the function.

Develop, review and improve the performance MIS of the service line/team within a service line.

Is highly motivated and have high morale Periodically review the performance of the service line/team within the service line as per the strategy goals.

Client

Undertake necessary preparation for client reviews or support the Functional head in preparation for client reviews.

Be proactive and systematic to avoid client escalations / issues and promptly resolve and/or appropriately channelize any escalations

Upon request assist the sales team in pitching to new prospects.

Assist the Functional head/Sales team/Marketing team in the preparation of marketing material.

Maintain sustainable and trustworthy relations in the client organization

Operational

Meet / exceed operational targets for the service line/team within a service line.

Clearly define and communicate operational targets for direct reportees.

Ensure all members have clearly defined targets.

Build (where applicable and requested), run and review processes and systems to ensure business objectives are met / surpassed.

Consult teams to ensure development and improvement of processes and systems within service line projects.

Action and implement various strategic initiatives like quality improvement/measurement, automation etc

Manage outsourced work through appropriate vendor management process.

People

Identify gaps in the service line talent pool and take appropriate action (select or train people) to bridge the gap.

Participate in selection process to ensure the right talent is selected in a timely manner.

Develop, groom and coach team members so that they are able to perform better / as per the business objectives and culture.

Effectively train team members to enhance skill sets/performance.

Ensure timely completion of appraisals.

Resolve and/or escalate employee grievances in a timely manner.

Knowledge

eCommerce, Retail Operations

Process Management, Client Servicing

Ideating, development & implementing applications to support Ops

Skills

Communication , Team Management

Excel, Power point, Scripting

Project Management

Research Skills

Attitude

Positive, Confident, Never Say Die attitude

Ability to motivate and empathise with people

Target & data driven