Operations Team Manager

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Team Lead-Operation

Job location : Bangalore

Experience : Min 4 years of experience in Banking- Backend 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 SLA’s 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 SLA’s, targets and KPI’s are achieved within budget.

· Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s, 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 SLA’s, KPI’s 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 behaviours

· 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 prioritisation

· 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

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.Com email addresses.

Contact details

Ishika Agarwal

email-ishika.agrawal@firstsource.com