Operations Team Lead

Impetus Career Consultants · India

Team Leader – International Banking/Fintech

Experience : 3–7 Years

Relevant TL Experience : 2+ Years

Process: International Voice / Blended

Industry : Banking / Fintech / BFSI Shifts: Rotational / 24×7

Location : Gurugram

Key Responsibilities

· Manage a team handling international Banking/Fintech voice or blended processes.

· Monitor AHT, CSAT, FCR, Quality, Productivity and SLA.

· Conduct team huddles, coaching and performance reviews.

· Handle customer escalations and ensure timely resolution.

· Drive process adherence, quality and customer satisfaction.

· Prepare daily/weekly performance reports.

· Coordinate with Quality, Training and WFM teams.

Requirements

· 3–7 years of BPO/Customer Service experience with 2+ years as a Team Leader.

· Mandatory experience in International Voice/Blended processes.

· Banking, Fintech, BFSI, Payments or Financial Services experience preferred.

· Excellent communication, leadership and people-management skills.

· Willingness to work in rotational/night shifts.