Team Manager

The Team Manager will oversee the CLM Domestic BFSI Inbound department, ensuring seamless delivery of banking, financial services, and insurance solutions to our clients. You will mentor a diverse team of analysts and coordinators, manage key performance indicators, and act as the primary liaison between operations and senior leadership. This role requires a blend of strategic thinking, hands‑on problem solving, and a deep understanding of the BFSI landscape.

Responsibilities

• Supervise daily operations of the CLM Domestic BFSI Inbound team, ensuring SLA compliance.
• Set, monitor, and report on KPIs such as turnaround time, quality scores, and client satisfaction.
• Coach, mentor, and develop team members to enhance skills and career growth.
• Coordinate with cross‑functional teams (e.g., technology, compliance, client services) to resolve issues.
• Drive continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Manage resource planning, scheduling, and workload distribution to meet peak demand.
• Conduct regular performance reviews and provide constructive feedback.
• Facilitate client meetings and act as the escalation point for critical incidents.
• Prepare and present operational reports to senior management.
• Ensure adherence to regulatory and internal compliance standards.

Qualifications

• Bachelor’s degree in Business, Finance, or related field; MBA preferred.
• 5+ years of experience in BFSI operations, with at least 2 years in a supervisory role.
• Strong knowledge of CLM processes and inbound workflow management.
• Proven track record of meeting or exceeding performance targets.
• Excellent communication and stakeholder management skills.
• Ability to analyze data and make data‑driven decisions.
• Experience with process improvement frameworks (Lean, Six Sigma).
• Proficiency in MS Office, especially Excel and PowerPoint; familiarity with BPM tools.
• Leadership style that fosters collaboration, accountability, and innovation.
• Flexibility to work in shift‑based environments as required.