About this role
The Team Leader will oversee a high‑volume back‑office support operation serving the BFSI sector. You will mentor Customer Care Executives, manage daily workflows, resolve escalated issues, and ensure compliance with SLAs and regulatory standards. The role requires strong leadership, analytical insight, and a customer‑centric mindset to continuously improve service quality and operational efficiency.
- Supervise and coach a team of Customer Care Executives, fostering a culture of excellence and continuous improvement.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action when targets are missed.
- Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
- Develop and deliver training programs on product knowledge, communication skills, and compliance requirements.
- Coordinate with cross‑functional teams (operations, compliance, IT) to streamline processes and resolve systemic problems.
- Prepare daily, weekly, and monthly performance reports for senior management.
- Implement quality assurance checks and conduct regular call audits to maintain service standards.
- Drive process optimization initiatives to increase efficiency and reduce handling time.
- Maintain up‑to‑date knowledge of BFSI regulations and internal policies, ensuring team adherence.
- Participate in recruitment and onboarding of new Customer Care Executives.
- Bachelor's degree in Business, Finance, or related field; MBA or relevant certification is a plus.
- Minimum 4 years of experience in a customer care or back‑office role within the BFSI sector.
- At least 2 years of proven supervisory or team‑lead experience.
- Strong understanding of BFSI products, services, and regulatory environment.
- Excellent communication, problem‑solving, and interpersonal skills.
- Demonstrated ability to meet and exceed KPI and SLA targets.
- Proficiency with CRM and ticketing systems; MS Office suite expertise.
- Analytical mindset with experience in reporting and data‑driven decision making.
- Ability to work under pressure and manage multiple priorities simultaneously.
- Leadership style that motivates, mentors, and develops team members.