Walk Ins Ll Team Leader Operations (bfsi Domain) Ll Noida- Sec 2
- Iccs
- 3 - 6 years
- Noida, Gurugram
- 1 month ago
- Email to a friend
- Report this job
Job Description
Job Summary:
We are seeking a results-driven and detail-oriented Team Leader - Operations with experience in the BFSI sector to lead a team of customer service or back-office agents. The ideal candidate will ensure process efficiency, manage team performance, and drive client satisfaction while adhering to regulatory and compliance standards.
Key Responsibilities:
- Team Management & Leadership:
- Lead, mentor, and manage a team.
- Monitor daily operations and ensure adherence to SLAs, KPIs, and quality standards.
- Conduct regular performance reviews and coaching sessions.
- Process Oversight:
- Ensure process compliance as per BFSI regulations and internal SOPs.
- Handle escalations and resolve client/customer concerns in a timely manner.
- Analyze workflow and suggest process improvements.
- Client & Stakeholder Coordination:
- Liaise with internal and external stakeholders for smooth process delivery.
- Participate in client calls and provide performance updates.
- Reporting & Documentation:
- Maintain accurate MIS reports and dashboards.
- Track and report team productivity, quality metrics, and other KPIs.
- Training & Development:
- Identify training needs and coordinate with the training team.
- Support new hire onboarding and continuous upskilling of the team.
Required Skills & Qualifications:
- Bachelors degree in any stream
- 36 years of BPO experience with at least 12 years in a team handling role in the BFSI domain.
- Strong knowledge of banking or insurance processes (e.g., KYC, loan processing, claims, etc.).
- Excellent communication and interpersonal skills.
- Proficiency in MS Office
- Strong analytical and problem-solving ability.
- Ability to work under pressure and meet tight deadlines.
Preferred Qualifications:
- Experience working in voice, non-voice, or blended BFSI processes.
Regards
Vijay Kumar
8010505***
vi********h@ic*s.in
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Walk-insContact Details:
Company: IccsLocation(s): Noida, Gurugram
Keyskills: Bpo Operations Attrition Control Attrition Management BPO Management Call Center Operations Contact Center Operations Shrinkage Shrinkage Control Bpo Operations Management SLA Management Attrition
Similar positions
Iccs
ICCS, a Business Process Outsourcing company, proposes to assist your setup by not only executing the typical outsourced BPO services, but by committing to provide the essential support for escalation to next levels. To this end, in capacity of a BPO company, we have worked out a befitting partnersh...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in