- 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 respond 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 the Manager along with participating in the resolution.

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 in managing escalated appeals, internal audits,



and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leads with review and approval of scoring guidelines within the NICE/Nexidia system which will include design, development, and consultation of current 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 and find solutions to opportunities. Negotiates facilitates and presents information in an articulate, professional manner.
- Compliance - Responsible for ensuring the department adheres to all

📌 Operations Team Lead Collections (Bengaluru)
🏢 Bread Financial
📍 Bengaluru