Team Leader, Operations (Banking Chat Process)

About the job

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Job Title: Team Lead-Operation

Job location : Bangalore

Experience : Min 4 years of experience in Banking Chat process

Main Purpose of the Job

The Team Manager is responsible for the proactive management, coaching and motivation of their team, through effective resource management, work allocation, monitoring and reporting. They are accountable for delivering excellent customer service, in line with agreed SLAs and call volumes whilst resolving any queries quickly, accurately and in a compliant manner whilst ensuring a fair outcome for our Members

Key Accountabilities

• Manage workloads and call volumes through the effective use of Management Information and planning to deliver optimum performance whilst ensuring all SLAs, targets and KPIs are achieved within budget.
• Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1s, coaching and effective performance management; dealing with conduct and capability concerns in a timely manner.
• Responsible for delivering local change and process improvements whilst acting as an advocate of the department strategy.
• Develop creative solutions that enable informed decisions to be made that will be viable for the business.
• Delivery of regular, consistent and appropriate communication that ensures teams are kept fully informed and identify when to include your senior manager.
• Work within your peer group to ensure full delivery of departmental SLAs, KPIs and objectives.
• Effective use of MI, planning and forecasting tools to ensure appropriate resource allocation against predicted workload and critical processes taking future recruitment needs into consideration.
• Full implementation and execution of required management and regulatory controls e.g. Arc Controls, , Training & Competence and Audit actions to the agreed frequency. Ensure continuous improvement by providing feedback to the relevant support team

Qualifications, Experience, and Knowledge:

• The capability to manage a team of people is essential, proven experience is desirable.
• The ability to motivate people and inspire them to achieve their full potential
• Proactive coach who can identify individual needs and address them formally and informally to develop the right skills and behaviors
• The ability to plan and forecast to meet the needs of the business.
• Analytical ability that enables options to be addressed and recommendation to be made.
• Computer literate, MS office essential
• Commercial awareness and business acumen
• The ability to delegate appropriately
• Capable of effective time management and workload prioritization
• The ability to challenge the status quo amongst peer group and upwards in a professional manner
• Excellent communication and interpersonal skills through multiple channels e.g. telephone, letter, webchat.

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