Team Manager

Job Description

• Leading and motivating a team of professionals within the COE, assigning tasks, and monitoring performance against set goals.
• Fostering a positive team culture, encouraging collaboration, and addressing team conflicts.
• Conducting regular performance reviews, providing feedback, and identifying development needs for team members.
• Managing project timelines, resource allocation, and workload distribution within the team.
• Acting as the primary point of contact for clients, understanding their needs, and ensuring their satisfaction with the COE services.
• Identifying opportunities for process optimization within the COE, implementing new tools and methodologies to enhance efficiency. 
• Promoting knowledge sharing within the team, capturing best practices, and ensuring continuous learning and development.
• Track macro-economic indicators and draw insights out of it.
• Collaborate with various functions including Acquisitions, Asset Management, Capital Markets, Institutional Client Solutions, Portfolio Management, Legal, Tax and Finance

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• Leading and motivating a team of professionals within the COE, assigning tasks, and monitoring performance against set goals.
• Fostering a positive team culture, encouraging collaboration, and addressing team conflicts.
• Conducting regular performance reviews, providing feedback, and identifying development needs for team members.
• Managing project timelines, resource allocation, and workload distribution within the team.
• Acting as the primary point of contact for clients, understanding their needs, and ensuring their satisfaction with the COE services.
• Identifying opportunities for process optimization within the COE, implementing new tools and methodologies to enhance efficiency. 
• Promoting knowledge sharing within the team, capturing best practices, and ensuring continuous learning and development.
• Track macro-economic indicators and draw insights out of it.
• Collaborate with various functions including Acquisitions, Asset Management, Capital Markets, Institutional Client Solutions, Portfolio Management, Legal, Tax and Finance

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver