Team Leader, Operations

Role and Key Responsibility:

• Responsible for team management
• Provide strong leadership support, creating a high-performance environment; monitoring with respect to performance expectations; maintain strong relationships with Clients delivering optimal product support, whilst ensuring excellence in customer service.
• Be the Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to the line management.
• Ensure volumes are adequately planned, that records are kept up to date and that occupancy is maximized to meet the service level requirements.
• Manage day-to-day service delivery, workload management, knowledge resources and on-going training, coaching and development.
• Compliance and quality assurance with a focus on Customer Transaction Analysis and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives.
• Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution.
• Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyze and correct data entries to ensure final product meets the Company or project standards.
• Identify and manage potential areas for concern and underachievement, adopt an objective and discrete approach to reach an effective solution whilst maintaining discipline and morale.   
• Effectively communicate business strategy and ensure that team members are fully briefed on updates/products/services within the agreed timeframes. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end to end delivery of all SLAs, KPIs & client expectations.
• Hold daily team Meeting (huddles), setting the expectations.
• Quality monitoring & feedback for the team
• Conduct monthly / quarterly / annual performance review meetings with the team.
• Use techniques and processes to manage, coach and develop individual and team performance.
• Flexibility and willingness to work in any shift in a 24X7 environment.
• Motivation and efficiency of team including ongoing development.

Key skills and knowledge:

• Overall experience required 3.5+ years.
• Good people management skills/Demonstrated ability to lead people and drive results.
• Health care Experience - preferred.
• Ability to organize and manage multiple priorities.
• Highly analytical with excellent communication skills.
• Deliver flawless Customer Service.
• Good understanding of quality tools and demonstrating commitment to quality.
• Knowledge of the banking domain shall be an added advantage.
• Quality of recommendations for continuous improvement/implementation of changes
• Educational Qualification: Graduation