Walk Ins Ll Team Leader Operations (bfsi Domain) Ll Noida- Sec 2
- Iccs
- 3 - 6 years
- Noida, Gurugram
- 8 months ago
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Job Description
Job Summary:
We are seeking a results-driven and detail-oriented Team Leader - Operations with experience in the BFSI sector to lead a team of customer service or back-office agents. The ideal candidate will ensure process efficiency, manage team performance, and drive client satisfaction while adhering to regulatory and compliance standards.
Key Responsibilities:
- Team Management & Leadership:
- Lead, mentor, and manage a team.
- Monitor daily operations and ensure adherence to SLAs, KPIs, and quality standards.
- Conduct regular performance reviews and coaching sessions.
- Process Oversight:
- Ensure process compliance as per BFSI regulations and internal SOPs.
- Handle escalations and resolve client/customer concerns in a timely manner.
- Analyze workflow and suggest process improvements.
- Client & Stakeholder Coordination:
- Liaise with internal and external stakeholders for smooth process delivery.
- Participate in client calls and provide performance updates.
- Reporting & Documentation:
- Maintain accurate MIS reports and dashboards.
- Track and report team productivity, quality metrics, and other KPIs.
- Training & Development:
- Identify training needs and coordinate with the training team.
- Support new hire onboarding and continuous upskilling of the team.
Required Skills & Qualifications:
- Bachelors degree in any stream
- 36 years of BPO experience with at least 12 years in a team handling role in the BFSI domain.
- Strong knowledge of banking or insurance processes (e.g., KYC, loan processing, claims, etc.).
- Excellent communication and interpersonal skills.
- Proficiency in MS Office
- Strong analytical and problem-solving ability.
- Ability to work under pressure and meet tight deadlines.
Preferred Qualifications:
- Experience working in voice, non-voice, or blended BFSI processes.
Regards
Vijay Kumar
8010505***
vi********h@ic*s.in
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Walk-insContact Details:
Company: IccsLocation(s): Noida, Gurugram
Keyskills: Bpo Operations Attrition Control Attrition Management BPO Management Call Center Operations Contact Center Operations Shrinkage Shrinkage Control Bpo Operations Management SLA Management Attrition
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