[A216] | Team Lead Operations

[A216] | Team Lead Operations

03 May
|
Alliance Data
|
Bangalore Rural

03 May

Alliance Data

Bangalore Rural

It's fun to work in a company where people truly BELIEVE in what they're doing !



Job Summary



The Team Lead leads a functional team of Care and/or Collections associates that support various channels of card member inquiries. As a Team Lead, they ensure proper procedures are completed and responds to requests are accurate to minimize regulatory and procedural compliance risk. The Team Lead ensures that Client SLAs and productivity goals are met and may resolve requests requiring elevated security and ensures that associates have positive interactions with customers. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics.

The Team Lead communicates gaps with processes to Manager along with participating in the resolution. 



Job Description





Essential Job Functions



Quality Management-Executes and provides support of quality monitoring that is critical to driving a high-level of quality assurance for business units operating within our Care Centers. The position will also provide oversight managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leadswith review and approval of scoring guidelines within the NICE/Nexidia system which will include design, development, and consultation of new and existing controls and monitoring activities



Strategic Leadership-Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions.Influences change, prioritizes efforts on critical initiatives, and works to identify find solutions to opportunities.Negotiates, facilitates, and presents information in an articulate, professional, and digestible manner.



Compliance-Responsible for ensuring the department adherers to all bank policies, including regulatory timeframes, client SLAs and compliance to the processes. Building, implementing and executing on the strategies for the department while working with internal business partners to ensure all first line of defense functions are completed efficiently and effectively. The manager must be knowledgeable in the regulations and guidelines pertaining to the department. The position will also provide oversight managing escalated appeals, internal audits, and calibration activities.Appliesknowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.



Team Leadership-Oversee day-to-day operations. Lead, motivate, and develop a team of associates across the different functions focusing on driving business results and quality improvements, optimizing team efficiency and effectiveness, and advancing the team's growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.



Knowledge & Relationship Management-Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement; remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned; and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.



Thought Leadership- Monitorsteam performance and report on metrics .Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, and recommend process improvements as appropriate; and provide visibility through reporting and actionable insight.Demonstratesoutstanding Verbal and Written Communication skills when working with internal and external partners.Effective adaptability through change, both planned and unexpected.



Performance Management-Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.



Reports to: Senior Manager or above



Working Conditions/ Physical Requirements:  Office environment, Travel between site locations, Potential travel to clients and/or vendors.



Direct Reports:  10-20



Minimum Qualifications : 



Bachelor's Degree in Arts, Science, Commerce, Management, or equivalent



Seven to ten years years of experience in a related business environment;



At least two years in a leadership role.



Experience leading analysis of data trends and root cause.



Experience in credit card banking operations consumer lending and regulatory environments.



Preferred Experience:



Master’s Degree Preferred



Education Requirements:



Bachelor’s Degree (Required)



Certifications:



Work Experience



Seven or more years



Skills



e-OSCAR, Kana

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/22420494/a216-team-lead-operations-bangalore-rural/?utm_source=html

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