Role and Key Responsibilities:

 • Effective performance planning for self and team, time management, conflict management and self organization. 

• Extremely good verbal & written communication skills 

• Always ensure exemplary employee experience through quick redressal of open issues, employee concerns and feedback. 

• Promote a positive culture and a respectful environment in the team conducive to high performance and employee delight. 

• Seek opportunities to motivate and appreciate employees. • Foster an environment founded on high levels of ethics and integrity. 

• Ability to pre-empt and proactively catch process defects, compliance issues and potential customer escalations and devise strategy to minimize such instances. 

• Planning and Prioritization 

• Handle customer contacts regularly to stay up to date with the product and be available to provide support 

• Handle escalations for the team 

• Work as a Single point of contact for all non ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues. Forward non resolvable issues to the Ops manager. 

• Timely closure of all processes and other requirements for self and Team. •

 Quality Audits to be performed for the team Key skills & knowledge: •

 Experience in Banking inbound processes as Team lead for minimum 2 years

 • Educational Qualification : Graduation