Role & responsibilities - BFSI

- Responsible for day-to-day supervision of a group of associates including work and hygiene metrics .
- • Regularly impart effective coaching to team members, enabling consistent high- performance delivery.
- • Ensure service delivery to our customers meets contractual key performance indicator (KPIs).
- • Identify issues, carry out (RCA) Root Cause Analysis on cases that don't meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences.
- • Utilize proactive approach as indicated in the client model, looking beyond the case to wider customer account activity and support needs.
- • Communicate timely updates on updated process changes. • Provide SME expertise in handling customer escalations.




- • Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- • Stay current on internal work processes, policies, and procedures. Attending required manager development trainings.
- • Collaborate with cross-functional partners, client, and vendor representatives along with other resources in support of successful customer outcomes.
- • Identify issues, carry out (RCA) Root Cause Analysis on cases that don't meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences.

📌 Team Leader (Chennai)
🏢 TP
📍 Chennai