Team Leader

3 weeks ago


Gurugram, India Three Across Full time

We are seeking a dynamic and experienced Team Leader to manage and lead a team in a fast-paced and customer-centric Voice/Chat Banking & Fintech process. The ideal candidate will have hands-on experience in leading international teams within the Fintech domain, especially in processes such as AML, KYC, Fraud Prevention, Payments, Disputes, Transaction Monitoring, and Chargeback . This role requires excellent leadership and communication skills, alongside the ability to handle complex processes and mentor team members to achieve performance goals.


Key Responsibilities:

  • Team Management : Lead a team of customer service representatives, ensuring adherence to operational standards and KPIs. Foster a positive work culture that motivates team members.
  • Process Ownership : Oversee voice/chat banking and fintech operations such as AML, KYC, Fraud, Payments, Disputes, Transaction Monitoring, Chargeback , ensuring compliance and operational excellence.
  • Training & Development : Conduct regular training sessions and skill-enhancement activities for the team, including onboarding new hires.
  • Performance Monitoring : Track individual and team performance metrics, identify areas for improvement, and implement corrective actions where necessary.
  • Quality Assurance : Monitor calls and chat interactions for quality, ensuring adherence to company standards and improving customer satisfaction.
  • Reporting & Analysis : Provide timely reports on team performance, including issues encountered and escalations, to senior management. Analyze performance trends and take proactive measures.
  • Escalation Handling : Address and resolve escalated customer queries or complaints, ensuring swift and satisfactory solutions.




Here’s a Job Description (JD) based on the details you provided:

Job Title : Team Leader – Voice/Chat Banking & Fintech Process

Location : Gurugram

Process : Voice/Chat Banking | Fintech (AML, KYC, Fraud, Payment Disputes, Transaction Monitoring, Chargeback)

Salary : Up to 7 LPA

Shifts : Rotational shifts & week-offs

Work Mode : Work from Office

About the Role:

We are seeking a dynamic and experienced Team Leader to manage and lead a team in a fast-paced and customer-centric Voice/Chat Banking & Fintech process. The ideal candidate will have hands-on experience in leading international teams within the Fintech domain, especially in processes such as AML, KYC, Fraud Prevention, Payments, Disputes, Transaction Monitoring, and Chargeback . This role requires excellent leadership and communication skills, alongside the ability to handle complex processes and mentor team members to achieve performance goals.

Key Responsibilities:

  • Team Management : Lead a team of customer service representatives, ensuring adherence to operational standards and KPIs. Foster a positive work culture that motivates team members.
  • Process Ownership : Oversee voice/chat banking and fintech operations such as AML, KYC, Fraud, Payments, Disputes, Transaction Monitoring, Chargeback , ensuring compliance and operational excellence.
  • Training & Development : Conduct regular training sessions and skill-enhancement activities for the team, including onboarding new hires.
  • Performance Monitoring : Track individual and team performance metrics, identify areas for improvement, and implement corrective actions where necessary.
  • Quality Assurance : Monitor calls and chat interactions for quality, ensuring adherence to company standards and improving customer satisfaction.
  • Reporting & Analysis : Provide timely reports on team performance, including issues encountered and escalations, to senior management. Analyze performance trends and take proactive measures.
  • Escalation Handling : Address and resolve escalated customer queries or complaints, ensuring swift and satisfactory solutions.
  • Collaboration : Work closely with cross-functional teams (e.g., HR, training, operations) to ensure the smooth running of processes.


Requirements:

  • Experience :
  • Must have international Fintech experience (at least 2-3 years) in a Team Leader.
  • Hands-on experience in Voice/Non-Voice/Balanced operations in the Fintech industry, specifically in AML, KYC, Fraud, Payment Disputes, Transaction Monitoring, Chargeback .

Skills :

  • Strong leadership and team management skills.
  • Exceptional verbal and written communication skills.
  • Ability to handle multiple tasks in a fast-paced environment.
  • Excellent problem-solving skills with a customer-first attitude.
  • Understanding of industry regulations and compliance standards related to financial services and customer security.

Shift Flexibility : Comfortable working in rotational shifts and adhering to a week-off rotation .


Why Join Us?

  • Competitive Salary : Earn up to 7 LPA with performance bonuses and incentives.
  • Work Environment : A collaborative, inclusive, and supportive team-oriented work culture.
  • Growth Opportunities : Learn, grow, and expand your career within a leading fintech company.
  • Work-Life Balance : Rotational shifts and week-offs to ensure a good balance between work and personal life.



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