Team Lead

“Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.” Job Title: Team Lead-Operation Job location : Bangalore Experience : Min 4 years of experience in Banking process and looking for diversity process. Main Purpose of the Job: Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s and coaching within allocated budgets. Deliver optimum team performance utilizing people management tools available. Required to build strong relationships whilst driving business improvements to sustain an ongoing and highly efficient and compliant operation. Key Accountabilities: · Agree, set and monitor, employee performance objectives, providing coaching, training and support where required to ensure that an appropriate level of responsibility and succession planning is achieved. Pro-actively develop a talent pipeline through effective recruitment and retention, using competency based recruitment techniques and structured induction. To fully embrace a coaching culture to lever up motivation and performance and the desire to provide excellent customer service. · Manage workloads, throughput and resource through effective planning and forecasting with your peer group and centralized forecasting and planning teams where applicable, ensuring that all SLA standards, targets and KPI’s are met and improved upon across the whole department. · Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s and coaching within allocated budgets. Deliver optimum team performance utilizing people management tools available · Ensure individual performance contributes to changing business requirements and priorities without compromising service or quality standards. Identify any trends or areas of risk through MI and robust root cause. Recommend and drive process, people and system changes to deliver improved customer service and drive down complaints. · Delivery of regular, consistent and appropriate communication that ensures teams are kept fully informed and identify when to include your Senior Manager. Motivate and encourage team members through daily buzz sessions, floor walking and team meetings. Actively promote collaboration and teamwork within own team and department. · Take ownership and be accountable for the resolution of more complex queries and complaints whenever required. Liaise with other parts of the business to develop creative solutions that enable informed decisions that will be viable for the business and deliver best customer outcomes. · Manage absence, conduct and capability issues in an accurate and timely manner and in line with necessary policies and procedures. Evidence use of Ill Health Support Plans, Performance Improvement Plans and engagement with HR. Seek support from Senior Manager when appropriate. · Work within your peer group to ensure full delivery of departmental KPI and objectives and work with senior managers on wider corporate initiatives as appropriate. · Ensure that the team complies with the Enterprise Risk Management Framework (ERMF), managing risk and integrating risk management into business processes. Proactively reviewing our controls to ensure they remain fit for purpose and aligned to our risk appetite. Report immediately any identified incidents, undertake root cause analysis and take mitigating actions to prevent any emerging risks. · Ownership of the Business Continuity Plans, Computer Based Training log and Risk Assessments log, ensuring compliant status is always maintained. · Be responsible for delivering change whilst acting as an advocate of the departmental strategy. Positively promote change within your team and peer group. Plan ahead to ensure continuity of a seamless journey for your customer. · Achieve a positive trend in employee engagement scores and ensure results are analysed and smart actions are implemented to drive engagement and enablement. Be an advocate of pride behaviours personally and recognize such behaviours in others. Qualifications, Experience, and Knowledge: · Math and English GCSE (or equivalent); · Operational team management experience is essential with specific Financial Services experience being preferable; · An excellent standard of presentation and education that supports a professional business attitude · In depth knowledge of divisional processes, procedures and service standards; · Excellent negotiation/facilitation and listening skills; · The ability to motivate people and inspire them to achieve their own potential; · The ability to plan and forecast to meet the needs of the business; · A proactive coach who can identify individual needs and address them formally and informally to develop the right skills and behaviours; · 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; · Excellent communication and interpersonal skills with the ability to challenge the status quo amongst peer group and upward management in a professional manner 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 Agrawal email-ishika.agrawal@firstsource.com