Team Leader - Financial Account

TEAM LEAD - FINANCIAL ACC
Job Description
Role Purpose
The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

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Roles and Responsibilities:
- Strong experience in BPO/Contact Center Operations and Managing SLA, KPIs, and project deliverables
- Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best-in-class customer experience.
- Performs day-to-day coaching and management of 20 team members that receive customer inquiries or issues
- Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
- Monitors interactions to ensure that team members are giving accurate information and following approved practices.
- Coaches and develops a positive and productive work environment and builds relationships with business partners.
- Utilizes reporting for business metrics to guide team member coaching and performance management.
- Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
- Ensures capabilities and knowledge of team members keeps pace with customer expectations.
- Assists and makes employment decisions and sets performance standards; trains and coaches' staff, writes and conducts performance evaluations.
- May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
- Delivers what is promised in line with customer expectations
- Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
- Must possess procedure driven judgment in order to find the best solution to an issue.
- Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
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Qualifications:
- 2 to 4 Years of customer service experience, preferred banking operations experience.
- Min 2-3 years of work experience in contact center operations management.
- Excellent oral and written communication and listening skills
- Customer centric
- Attention to details
- Computer Savy - MS office & Internet
- Handles contacts with our customers in a polite and friendly way, instilling customer confidence
- Willingness to work in shifts
- Must possess good verbal and written communication skills
- Courteous, with strong customer service orientation
- Dependable, with proficient attention to detail
- Preferred industry experience
- Must be goal oriented
- Possess insight into self and others