Team Leader Wealth / Asset / Taxation / Clearance and settlement

Job Description :

Performance Management : Drive team performance against financial and operational KPIs, including Average Handling Time (AHT), Quality scores, CSAT, and adherence to regulatory compliance.

Deep Domain Coaching : Conduct specialized 1 : 1 coaching focused on improving the team's handling of complex topics like order execution logic (market / limit / stop orders) bid / ask spreads, slippage, and failed / delayed executions.

Case Escalation & Resolution : Act as the first point of escalation for complex customer queries, order discrepancies, or advanced issues related to derivatives and crypto trading mechanics.

Process Compliance : Ensure the team's strict adherence to protocols governing order lifecycle management, market infrastructure, and instrument availability.

Reporting & Analysis : Generate and analyze daily / weekly performance reports, highlighting trends in technical or crypto-related queries to management and the QA / Training teams