Team Leader

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises 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, India and Mexico. 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 Leader - Operations

The Team Leader 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 SLAs and call volumes whilst resolving any queries quickly, accurately and in a compliant manner whilst ensuring a fair outcome for our Members.

Key Accountabilities (6 to 8):

• Manage workloads and call volumes through the effective use of Management Information and planning to deliver optimum performance whilst ensuring all SLAs, targets and KPIs are achieved within budget.
• Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1s, 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 SLAs, KPIs 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.

Communication and working relationships: Who does the role interact with both internally and externally and for what purpose?

• Excellent communication and interpersonal skills with the ability to clearly and confidently make and explain decisions to team members, customers and Members.
• Proactive verbal and written contact with internal and external stakeholders e.g. Members, team members, Team Managers, Operations Managers, through multiple channels e.g telephony, written, webchat etc to ensure the stakeholders are kept fully informed.
• Excellent working relationships with internal and external stakeholders to ensure a smooth and efficient end to end customer/Member journey, call or interaction.

Problem solving: What is the nature of the problems solved? What is the general timeframe to resolve these problems?

• Team Leaders will negotiate and influence appropriate solutions on complex queries, cases and calls to reduce any financial loss or negative impact to Nationwides reputation. In carrying this out, they will endeavour to make stand-alone decisions (seeking appropriate guidance as needed) whilst continuing to offer the best customer service and treating members fairly. Team Leaders will consider each query on its individual merits, evidencing logical thinking and assessment of information to quickly and confidently reach a decision in line with policy. This may be outside of standard process but compliant, in line with treating members failry and within Nationwides framework/ risk appetite.
• Team Leaders will liaise with peers to resolve any resource issues, ensuring minimal impact to SLA and customer service standards.

Change and timeframe: What are the likely changes that the role holder will make to products, systems, processes, structures? Approximately how long will these take to implement? What is the likely business impact of these changes (local, business wide, externally)?

• Team Leaders will be expected to identify and raise any trends or areas of improvement that would improve the end to end customer/Member journey or interaction. This may involve working as part of a project on large change to process or policy taking place over many months.
• The Team Leaders will be actively involved in the review of any process documentation relevant to their business area, ensuing it remains fit for purpose. This will take place every 12-24 months.

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.

Dimensions: (e.g. budget, financial accountabilities or number of directs reports / team size)

• The Team Leaders will report into an Operations Manager / Senior Manager
• Responsible for managing team of up to 15 FTE (18 people) at Level 1
• Responsible for budget management/finance of up to 1.5m (as required)
• Ex-gratia payments up to 250 (as required)
• Corporate Expenditure (within approved budget) up to 5000 (as required)
• Corporate Staff Expenditure (within approved budget) up to 250 (as required)
• Consumer Lending Administration (Unsecured) up to level 2 (as required)
• Savings/ Investment Administration up to level 2 (as required)
• 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 email addresses