Job Description
We are looking for an experienced and dynamic Team Leader for Domestic banking Process to manage and drive performance of a team handling support operations.
The Team Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities:
- Manage a team of 18–20 Executives with Banking Experience
- Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
- Conduct team huddles, coaching sessions, and performance reviews
- Analyze reports and identify performance improvement areas
- Drive quality and compliance standards
- Manage attrition and shrinkage
- Ensure customer satisfaction targets are achieved
- Coordinate with QA, Training, and Operations teams
- Prepare weekly/monthly performance reports
Mandatory Skills: