Job Title: Team Lead Operations
1. Scope of position
Team Lead acts as the contact point for all the team members hence excellent communication skill is required. Person needs to act proactively to ensure smooth team operations and effective collaboration and is responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Person needs to lead by setting a good example and engaging the team to achieve the necessary KPIs.
2. Key responsibilities
- Performance and people management.
- Should be able to motivate, develop and mentor team members in a dynamically changing environment
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members
- Manage escalations
- Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to process
- Drive process performance to achieve and exceed quality deliverable.
- Able to guide the team by implementing best practices and always lead-by-example
- Should have a sound knowledge of MIS and reporting activities. Experience on Google Office Suite would be an added advantage
- Should have excellent problem solving capabilities and lateral thinking skills Maintain Delivery reports
- Should be open to work in 24/7 environment
- Shows flexibility/ownership & ability to work under pressure situation
- Ability to work within challenging environment with tight delivery timeline Monitors, coordinates and supervises the daily activities of the team.
- Internal and external stakeholder management.
- Process improvement.
- Providing coaching and feedback to employees.
- Maintain process hygiene.
- Creating improvement plans and tracking efficacy and to take necessary actions accordingly. Discover training needs and coordinate with stakeholders to provide the necessary coaching
3. Skills/qualifications required
- Educational Qualification- Graduates preferred.
- Excellent people management skills, should have an experience of a Team Leader for a minimum of 2 years.
- Understanding of multicultural environment (i18n operations). Ability to manage multiple shifts and multiple languages.
- Ability to drive initiatives in the team with creativity and a long-term vision Proficient in MS office.
- Ability to work independently with minimum guidance
- Excellent problem-solving, logical and analytical skills
- Strong communication skills- Verbal & written
- Strong interpersonal skills
- Strong Aptitude and Data Interpretation Skills
- Understanding of Lean practices and 7 QC tools