Team Lead - US Shift

Management Level

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.  

EQ India began its operations in 2014 as a Global India Captive Centre for Equiniti, a leading fintech company specializing in shareholder management. Within a decade, EQ India strengthened its operations and transformed from being a capability centre to a Global Competency Centre, to support EQ's growth story worldwide.

Job Purpose

To lead a team, utilizing available resource in order to deliver a quality service to customers in line with agreed standards.  Oversee and support the work of other colleagues where required.  Contribute to the overall planning and workflow of the department.

Core Responsibilities

• Organize, plan, control and monitor workflow, coordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards.
• Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required.
• Input into the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences.
• Work alongside the US operational team to ensure communication and operations are aligned.
• Recognize and analyze trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or coordinating support from other parties to resolves matters and minimize the risk of re-occurrences.
• Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.

Suggested Performance Measures

• Successful completion of task and achievements of agreed service standards
• Effective use of resources
• Accuracy and volume of team’s work
• Development of knowledge, competence and skills of self and team
• Adherence to procedures, policies and Integrated Management System requirements
• Quality of recommendations for continuous improvement
• Effectiveness of change management and communication
• Effective communication with team stakeholders.

Key Competencies

• Deliver quality to our customers.
• Drive to improve results and standards
• Working together
• Taking ownership and responsibility
• Leadership
• Technical proficiency

Skills

English Oral Communication:

• Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explains the reasoning behind what is being said to ensure understanding and acceptance.

English Written Communication:

• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.

Self / Work Organization:

• Uses basic time management techniques to plan, manage and prioritize own work effectively, making most efficient use of the time available.
• Plans, co-ordinates and controls the work and resources of the team.

Performance Review & Development:

• Objectively assess the performance of others in accordance with the process, assessing capabilities and potential.
• Give constructive feedback in order to identify individual’s development needs.
• Maintain consistency and fairness throughout the process.

Change Management:

• Communicate and explain change effectively.
• Plan and implement changes gaining commitment and understanding, minimising disruption to our service.

Organizational Awareness:

• Has a very good understanding of the Group’s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.

Environmental Awareness:

• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments.

• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.

Benefits:

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives.
• Business-related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents.
• Cab transport for staff working in UK & US shifts.
• Accidental & Life cover 3 times of concerned CTC.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.