Process Delivery Lead

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job Title : Team Lead-Operation

Job location : Bangalore

Experience : Min 4 years of experience in Banking process and looking for diversity process.

Main Purpose of the Job :

Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s and coaching within allocated budgets. Deliver optimum team performance utilizing people management tools available. Required to build strong relationships whilst driving business improvements to sustain an ongoing and highly efficient and compliant operation.

Key Accountabilities :

• Agree, set and monitor, employee performance objectives, providing coaching, training and support where required to ensure that an appropriate level of responsibility and succession planning is achieved. Pro-actively develop a talent pipeline through effective recruitment and retention, using competency based recruitment techniques and structured induction. To fully embrace a coaching culture to lever up motivation and performance and the desire to provide excellent customer service.
• Manage workloads, throughput and resource through effective planning and forecasting with your peer group and centralized forecasting and planning teams where applicable, ensuring that all SLA standards, targets and KPI’s are met and improved upon across the whole department.
• Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s and coaching within allocated budgets. Deliver optimum team performance utilizing people management tools available
• Ensure individual performance contributes to changing business requirements and priorities without compromising service or quality standards. Identify any trends or areas of risk through MI and robust root cause. Recommend and drive process, people and system changes to deliver improved customer service and drive down complaints.
• Delivery of regular, consistent and appropriate communication that ensures teams are kept fully informed and identify when to include your Senior Manager. Motivate and encourage team members through daily buzz sessions, floor walking and team meetings. Actively promote collaboration and teamwork within own team and department.
• Take ownership and be accountable for the resolution of more complex queries and complaints whenever required. Liaise with other parts of the business to develop creative solutions that enable informed decisions that will be viable for the business and deliver best customer outcomes.
• Manage absence, conduct and capability issues in an accurate and timely manner and in line with

necessary policies and procedures. Evidence use of Ill Health Support Plans, Performance Improvement Plans and engagement with HR. Seek support from Senior Manager when appropriate.

Qualifications, Experience, and Knowledge :

Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.Com email addresses.

Contact details

Ishika Agrawal

email-ishika.agrawal@firstsource.com