Team Lead

Job description:

Role Purpose

We are seeking an experienced Team Leader with a strong background in banking operations. The ideal candidate has handled UK or US financial accounts and possesses solid knowledge of banking processes, bucket flows, and regulatory guidelines. 

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Qualifications:

• Bachelor’s Degree / College Graduate
• 1–2 years of contact center experience in financial accounts (banking preferred)
• Minimum 2 years of experience in financial/banking operations and team management
• Experience handling UK or US financial/banking accounts

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Key Responsibilities:

• Manage and lead a team handling financial/banking accounts
• Monitor KPIs, productivity, and quality metrics
• Analyze collections data and reports to drive performance
• Ensure compliance with banking laws, guidelines, and internal processes
• Handle escalations and maintain high customer service standards
• Coach and mentor team members to achieve targets

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Required Skills:

• Strong knowledge of banking domain, processes, and bucket flows
• Experience in collections team management
• Understanding of banking terminologies, regulations, and compliance
• Excellent verbal and written communication skills
• Customer-centric and detail-oriented
• Goal-oriented and performance-driven
• Proficient in MS Office and internet applications
• Courteous, dependable, and professional

͏ Deliver
  NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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