ROLE DESCRIPTION

Position Title:

Team Lead

Domain Stream:

AdTech

Location:

Mysore/Bangalore

Pod:

All

Shift:

All

Reporting to (Title):

Associate Manager

Grade:

M30

2. Position summary

- Operations Management.
- Maintain all necessary up-to-date information/documentation of individual processes.
- Ensure constant improvement initiatives are taken for both internal and external customers
- Guide the TL’s, Team, as the case may be, in formulating new processes and systems to ensure continuous improvement.
- Attend Team Leads Meeting and communicate the team’s concerns to Associate Manager
- Conduct periodic team meetings to communicate any changes in the team, or any updates from the Management Meetings and to discuss issues and concerns.
- Take charge of technical interviews for his/her respective operational unit.
- Ensure proper workflow management across all assigned teams.
- Ensure proper client assignment.
- Ensure all targets are met in terms of production volumes, accuracy, and TAT.
- Escalate team or customer issues if required.
- Validate the Corrective and Preventive actions (through RCA process).
- Track and monitor different team data on Prohance.

Client management

- Handle all escalations both from clients and within the operational unit.
- Handle client escalations directly.
- Maintain/Facilitate a healthy client relationship.
- Liaise with customers in getting any clarifications that they may have and resolve customer issues and queries.
- Interact with clients on a regular basis e.g. sending updates, audit reports and MIS at desired periodicity to ensure customer satisfaction.

Self

- Play a key role in the enhancement of company culture and adherence to company’s policies and procedures.
- Act as a role model for all employees.
- Maintain an open line of communication with customers; management and members.

People management

- Guide, motivate, mentor, and create Leaders out of Team Members.




- Supervise and mentor team members, to track and monitor team performance to achieve quality and productivity standards; team appraisals, periodic review meetings and feedback.
- Conduct monthly performance reviews and maintain critical incident logs.
- Closely monitor all the work managed by their leads and team.
- Make TL and team members aware of their roles and responsibilities.
- Provide hands-on support to the team.
- Plan and sanction leaves for TL’s.
- Facilitate in providing training for team members on new process/tool.

3. Key accountabilities

- Ensure client satisfaction at all times as per the agreed SLA.
- Achieve the set targets with respect to Utilization, Productivity and Accuracy of the operational unit.
- Ensure trainings (technical and non-technical) are attended by self and direct reportees.
- Achieve the targets set for employee satisfaction.
- Maintain 100% client and headcount retention due to operational efficiencies.
- Ensure timely completion of monthly, quarterly, and annual reviews.
- Adhering to all company policies and procedures
- Always embrace theorem core values and culture wholeheartedly and living by it.
- Knowledge on information security practices followed in the organization
- Process/Product level information security Risks or Threat analysis
- Knowledge & fulfillment of information security related aspects while developing the products
- Adhere to client/customer information security requirements

4. Desired competencies

Academia

Any Graduate/Post graduate

Experience





More than 4 years Team Leader experience in any IT/ITES OR Online Digital Marketing Domain.

Soft Skills

- Good communication skills
- Good analytical skills
- Explicit thought process.
- Open to Further Learning
- Willingness to work in different shifts

Techno- Functional Skills

A) Functional Skills

- Ability to motivate and lead team members towards achieving team objectives
- Ability to identify and solve problem issues on time
- Ability to consistently learn new process/technology and apply those concepts to customer needs.
- Ambitious and motivated to work in a dynamic, results- oriented Internet environment, focused on delivering excellent levels of service to customers.
- Totally customer oriented; set, reset and exceed expectations as the case may be.
- On a regular and continuous basis, exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people and quality of service within the functional area.
- Persevering and a positive mental attitude
- Willingness to work on different shifts
- Good analytical skills
- Ability to document and showcase (presentations) data as and when required
- Possess strong written and verbal communication skills

B) Technical Skills

Must have:

- Internet knowledge
- Computer knowledge
- MS Office knowledge

Good to have:

- Online Marketing domain knowledge
- Ad Operations, Reporting, Search, Email domain knowledge

B) Behavioral Skills: (Includes leadership)

- Customer Focus
- Communication
- Team Working Ability
- Initiative and Tenacity
- Dependability and accountability
- Integrity and Work Ethics
- Managing Performance
- Influencing Skills
- Developing the team
- Decision Making
- Relationship skills
- Conflict Resolution
- Organizational and time management skills
- Mentoring
- Handling calls
- Handling new project/process/task
- Planning and execution (process/resource management)
- Client relationship management

📌 Team Lead (India)
🏢 Informica Solutions
📍 India