Job Summary
Team Lead is a specialist in the process who provides analysis of process effectiveness and efficiency and works closely with the operations team to ensure process effectiveness and efficiency. Guides team members on process specific queries so that process of the given task is executed with minimum or no errors. Process Lead connects with the onshore stakeholders to communicate errors/ gaps and closures. Gets process updates documents and cascades to team members
Responsibilities
Proactively take actions to avoid escalations. Review activities done by the team for quality check follow up on pending activities connect with team member/s and provide support required. Conduct team level deep dive analysis and discuss outcome with with Team Manager Operations. Conduct work shadow to identify causes. Check if the identified gaps are closed and report to Team Manager Operations and share feedback with team member. Ensure procedural updates are communicated to the team. Resolve queries for team members to ensure decrease in error percentage. Contribute to and participate proactively in knowledge sharing sessions. Participate and contribute to organizational activities. Provide work direction and guidance to team members. Establish systems and procedures in the team. Groom self and team to support vertical growth. Allocate work and tasks to the team. Report to the manager on performance status and any escalations. Facilitate and participate proactively in knowledge sharing sessions. Conduct team building activities to enhance motivation. Conduct process training or refresher training if required
Certifications Required
BACHELORS DEGREE or MBA