Operations Team Lead

Overview:

The Team Leader is responsible for leading and supporting a team of Customer Service Representatives in a high-volume, compliance-focused environment involving financial transactions and money services.

The role is responsible for achieving operational and customer service targets while ensuring strict adherence to company policies, regulatory requirements, compliance procedures, and quality standards.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to achieve performance, quality, and service-level targets.
• Monitor team performance, including productivity, quality, customer satisfaction, attendance, and first-contact resolution.
• Ensure strict adherence to compliance, regulatory, security, and operational procedures when handling customer and financial-related queries.
• Act as an escalation point for complex, sensitive, or high-risk customer interactions.
• Ensure representatives follow approved processes when handling money order status enquiries, cancellations, refunds, and related customer requests.
• Conduct regular coaching and performance feedback, with a strong focus on compliance, accuracy, risk awareness, and customer experience .
• Identify compliance, quality, and performance gaps and implement appropriate corrective actions.
• Review reports and performance metrics to identify trends, risks, and opportunities for improvement.
• Ensure accurate use of CRM systems, operational tools, reports, and procedures.
• Promote a culture of accountability, integrity, teamwork, and continuous improvement.
• Ensure all customer interactions are handled professionally, accurately, and with empathy.
• Escalate potential compliance breaches, suspicious activity, process exceptions, or operational risks through the appropriate channels.

Requirements

• High school diploma or equivalent.
• Previous experience in a contact center/customer service environment; team leadership experience preferred.
• C1 or equivalent English proficiency.
• Experience in a financial services, banking, payments, or other highly regulated environment is advantageous.
• Strong understanding of compliance, risk, and process adherence.
• Excellent communication, active listening, and conflict-resolution skills.
• Strong analytical and problem-solving abilities.
• Ability to remain calm and make sound decisions in a high-pressure environment.
• Strong attention to detail and commitment to accuracy.
• Proficiency with CRM systems and computer-based tools.
• Strong leadership, coaching, and people-management skills.