Senior Team Lead
1 day ago
We are looking for an experienced Senior Team Lead / Assistant Manager with strong exposure to Banking Customer Service processes, preferably in inbound customer support and banking sales. The ideal candidate should have hands-on experience in CASA products (Current Account/Savings Account) and the ability to manage and motivate large teams to achieve service and sales targets.
Key Responsibilities
- Lead, manage, and mentor a team of customer service executives in a banking process.
- Ensure daily operational performance meets SLA and quality standards.
- Handle inbound banking customer queries and support the team in resolving complex issues.
- Drive sales performance related to banking products, including CASA accounts.
- Monitor real-time performance, manage rosters, and ensure adherence to processes.
- Conduct regular coaching, feedback, and performance evaluations.
- Coordinate with internal stakeholders, clients, and quality teams for smooth operations.
- Prepare daily/weekly/monthly reports and share insights for performance improvement.
- Handle escalations with professionalism and accuracy.
- Ensure compliance with banking guidelines and customer data security.
Skills & Requirements
- Minimum 47 years of BPO experience, with at least 2 years in a Team Lead or Assistant Manager role.
- Experience in Banking Customer Service (mandatory).
- Knowledge of CASA products and basic banking operational workflow.
- Strong communication, coaching, and stakeholder management skills.
- Ability to drive both service and sales KPIs.
- Good analytical and reporting skills.
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