Team Leader Operations

RESPONSIBILITIES

• Work with little instruction on day to day work, and achieve results when presented with only general instructions on new assignments
• Conduct periodic Performance Appraisals to facilitate performance management
• Responsible for managing leave requests in order to respect Earning Season calendar
• Liaise with all other support functions to ensure smooth operations and minimum interruptions for the working team
• Maintaining discipline during the shifts and ensuring that no inappropriate activities are pursued by any associate while in office
• Responsible to maintain confidentiality of information dealt with
• Manages day to day team workload
• Assign work to agents and facilitate clearance of bins by end of day
• Responsible for organizing, designing, structuring and developing teams for researching and subsequent processing of Financial / Business Intelligence information
• Conduct weekly team meetings to discuss updates, statistics, and other information
• Implement action plans for team and individual performance improvement
• Conduct monthly grievance and feedback session with team
• Maintain the SOP’s with the Process updates
• Monitor production rate periodically and take appropriate action
• Assigns agents on project, decision based on agent performance and knowledge attributes

JOB REQUIREMENTS
• Ability to implement processes effectively
• Good numerical ability and accurate reporting
• Any Graduate
• Good communication skills for leading the teams and to align teams with client deliverables
• Minimum of 5-6 years of work experience, with at least 2 years in supervising people
• Should have done conducted 1 appraisal cycle for his/her team
• Minimum span of team managed currently should be 8
• Excellent written skills – ability to prepare reports
• Willingness to work in U.S. shifts
• Thorough knowledge M S Office – Excel, PowerPoint & Word
• 6 sigma background (Green Belt, Yellow Belt, LEAN etc.) is preferable.

Must have Fundamentals Knowledge and familiar with financial documents

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