Team Leader - Operations

Description

The Team Leader is responsible for leading a team of Banking Customer Care Professionals. The team is responsible for providing extraordinary customer care in a dynamic Banking call center operation, assisting customers with inquiries, and performing account maintenance. The Team Leader is responsible for coaching, inspiring, developing and motivating a team of Customer Care Professionals who are supporting our customers in a fast paced, structured environment.
Dont just inspire followers. Create future leaders.

Role & responsibilities

• Lead a team of Customer Care Professionals pioneering the servicing of financial services and banking products.
• Manage multiple servicing channels
• Responsible for performance management for all direct reports including daily coaching, goal setting, development planning and performance reviews
• Monitor customer servicing calls & chats to ensure flawless customer experience
• Manage Colleague Engagement & Belonging
• Meet Compliance & Governance for all processes and policies
• Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team
• Define what willing looks like by consistently and effectively provide coaching and feedback to help colleagues maximize their performance
• Decision making in critical day to day situations
• Work flexible schedules based on business need

Preferred candidate profile

• Managed a team in a US based voice process, Process- KYC and fraud verification
• Previous experience in Banking industry
• Previous experience leading and/or coaching customer care professionals required
• Call Center leadership experience with strong banking product and operations knowledge/experience highly preferred
• Excellent coaching and negotiation skills
• Strong people management and leadership skills
• Personal accountability
• Proven interpersonal skills and the ability to communicate at all levels
• Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer first resolution
• Proficient in Digital Servicing
• Ability to adapt quickly to new systems and processes
• Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy