Description The Team Leader coordinates the workflow of the Payment Operations and Quality Assurance teams in support of Payment Operations India work group.
The Team Leader is well-versed on all processes and procedures of payment operations (includes tasks / sub-tasks) and serves as a mentor and trainer to other team members.
In addition, also assists the manager with all general office duties, coordinate training procedures, project distribution, and scheduled reports.
In addition, the Team Leader is responsible for keeping team members motivated. This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths.
The Team Leader must present to upper management a regular analysis of documents received and development of the staff development.
Manage day to day operations of the Payment Operations team to ensure the groups deliverables are met
Research and resolve client / staff questions, issues and problems
Maintain seamless communication with the US counterparts and liaise with them on operational front regularly.
Handle the leave management for the team effectively and ensure a proactive communication is sent to the US staff.
Drive process efficiencies within the group every quarter.
Train and mentor new and existing staff members of the group
Step up to complete the tasks if the situation demands
Timely escalation to management of problem issues that may affect deliverables
Assist Manager in the evaluation of group / individual performance
Create and update management reports, as assigned
Conduct annual performance reviews for Payments Operations staff
Participate in the screening and selection process related to staffing
Participate in coaching and counseling staff; including terminations as needed
Additional assignments as required by management
REQUIRED KNOWLEDGE / SKILLS / ABILITIES
Minimum 5+ years of overall work experience
Minimum of 2 years of experience leading the BPO / ITeS Operations groups
Bachelor degree or equivalent is required
Must have good experience with Microsoft Office products (Primarily MS Excel & PowerPoint)
Excellent verbal and written communication skills (English)
Has a great attention to detail
Self-motivated and goal oriented
Experience in fast paced, production environment
Ability to learn and utilize new procedures and processes quickly
High level of organizational skills and ability to effectively prioritize group / individual tasks
Ability to multi-task and deal with a variety of unrelated issues at the same time
Able to communicate and work with senior management and staff
Patience and overall courteous behavior when working with internal and external customers
Able to motivate staff and maintain a positive attitude
Ability to work extended hours when needed to meet department deadlines
Must demonstrate good work ethics
Ability to multi-task
Comfortable dealing with a wide variety of skill levels
Good public relations skills
Ability to defuse tense situations
Willingness to view overall corporate policy