The Senior Team Leader (STL) will play a pivotal role in managing day-to-day operations and ensuring that team performance aligns with business objectives and service level agreements (SLAs). Acting as a critical link between management and frontline team members, the STL will provide strategic direction, hands-on mentoring, and continuous support to drive high-quality outcomes. Their leadership will foster accountability, collaboration, and a culture of continuous improvement within the team.
Key Accountabilities and main responsibilities
Strategic Focus
• Optimize resource allocation across processes and projects to maximize efficiency and impact.
• Take ownership of back-office operations, ensuring seamless execution and continuous improvement.
• Cultivate a team culture focused on understanding and meeting customer needs.
• Assist manager in achieving targets including headcount and all variable operating costs within agreed budget for team.
• Take leadership role in independently managing back-office operations
• Establish self as a valued partner and work closely to achieve goals defined
• Help knowledge management endeavour by sharing process knowledge and best practices within the teams
• Lead various quality initiatives across processes managed.
• Responsible for Business continuity, transformation, and various audits.
• Taking initiatives in driving department level activities by working with HR/ L&D; and other support function and shouldering responsibility of the manager.
Operational Management
• Proactively assist the team in identifying and eliminating roadblocks by collaborating with global and technology teams.
• Hold sessions with the team to communicate any changes, issues, procedures changes
• Assist other teams across the business as required.
• Conducting investigations on counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty.