Team Lead

Role

To lead a team, utilising available resource in order to deliver a quality service to customers in line with agreed standards. Oversee and support the work of other colleagues where required. Contribute to the overall planning and workflow of the department.

Business Function

EQ India Operations as a team carries out a range of activities in accordance with the predetermined procedure and service standards under appropriate guidance and direction. The scope of these activities will range across all Equinitis business lines.

Core Duties and Responsibilities

• Organise, plan, control and monitor workflow, co-ordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards.
• Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required.
• Input in to the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences.
• Work alongside the US operational team to ensure communication and operations are aligned.
• Recognise and analyse trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or co-ordinating support from other parties to resolves matters and minimise the risk of re-occurrences.
• Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
• Development of knowledge, competence and skills of self and team.
• Adherence to procedures, policies and Integrated Management System requirements.
• Quality of recommendations for continuous improvement.

Competencies and Experience

Desired Skills and Knowledge

Prior experience in leading a team.

Role :   Team Leader

Industry Type :   Financial Services

Department :   Customer Success, Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Operations

Education

UG :   Any Graduate

PG :   Any Postgraduate

Skills Required

remediation , Data Security, Information Security, Ites, Operations, Service Quality, Continuous Improvement, Monitoring