Description The Team Leader is responsible for leading a team of Banking Customer Care Professionals. The team is responsible for providing extraordinary customer care in a dynamic Banking call center operation, assisting customers with inquiries, and performing account maintenance. The Team Leader is responsible for coaching, inspiring, developing and motivating a team of Customer Care Professionals who are supporting our customers in a fast paced, structured environment.

Don’t just inspire followers. Create future leaders.

Responsibilities
Lead a team of Customer Care Professionals pioneering the servicing of financial services and banking products.
Manage multiple servicing channels
Responsible for performance management for all direct reports including daily coaching, goal setting, development planning and performance reviews
Monitor customer servicing calls & chats to ensure flawless customer experience
Manage Colleague Engagement & Belonging
Meet Compliance & Governance for all processes and policies
Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team




Define what willing looks like by consistently and effectively provide coaching and feedback to help colleagues maximize their performance
Decision making in critical day to day situations
Work flexible schedules based on business need

Qualifications

Previous experience leading and/or coaching customer care professionals required
Call Center leadership experience with robust banking product and operations knowledge/experience highly preferred
Excellent coaching and negotiation skills
Solid people management and leadership skills
Personal accountability
Proven interpersonal skills and the ability to communicate at all levels
Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer first resolution
Ability to adapt quickly to current systems and processes
Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy

Preferred Qualifications:
Previous Knowledge of the Banking Industry

📌 Team Leader Operations Gurugram
🏢 American Express
📍 Gurugram