BFSI Team leader

Startek (Aegis Customer Support Services Pvt. Ltd.); Dadri, Gurugram District, Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) is seeking an experienced Team Leader to manage a banking process-focused team. The role emphasizes performance, customer service, process adherence and data-driven reporting.

You will lead a team of Customer Service Executives, drive KPIs, provide coaching, handle escalations and ensure compliance with banking guidelines and data security.

Qualifications

• Graduate in any discipline.
• 25 years of experience in BPO/customer service operations.
• Minimum 1 year of Team Leader / team-handling experience preferred.
• Experience in Banking, BFSI, Financial Services or Customer Support preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching and problem-solving skills.
• Good knowledge of MS Excel and performance reporting.
• Ability to work in rotational shifts, including weekends as per business requirements.

Responsibilities

• Manage and supervise a team of Customer Service Executives handling banking-related queries.
• Monitor daily performance and ensure achievement of KPIs, SLAs, Quality, AHT, CSAT and Productivity targets.
• Conduct daily team huddles, briefings and performance discussions.
• Provide regular coaching and feedback to improve individual and team performance.
• Handle customer escalations and ensure timely resolution.
• Monitor attendance, schedule adherence and team productivity.
• Coordinate with QA, Training, WFM and Operations for smooth process functioning.
• Prepare and share daily, weekly and monthly performance reports.
• Ensure compliance with banking process guidelines, company policies and data-security requirements.
• Identify performance gaps and implement corrective action plans.
• Motivate team members and support employee engagement and retention.
• Ensure the team maintains high standards of customer service and process compliance.

Skills

Team Handling

Banking Process

BPO Operations

Customer Service

Voice Process

Non-Voice Process

KPI Management

SLA

CSAT

AHT

Quality

Escalation Management

Coaching

Performance Management

MS Excel

Education

Graduate in any discipline

Job description

We are looking for an experienced and responsible Team Leader to manage a team handling a banking process. The candidate will be responsible for team performance, customer service, process adherence, quality, productivity, and achieving operational targets.

Key Responsibilities

• Manage and supervise a team of Customer Service Executives handling banking-related customer queries.
• Monitor daily performance and ensure achievement of KPIs, SLAs, Quality, AHT, CSAT and Productivity targets.
• Conduct daily team huddles, briefings and performance discussions.
• Provide regular coaching and feedback to improve individual and team performance.
• Handle customer escalations and ensure timely resolution.
• Monitor attendance, schedule adherence and team productivity.
• Coordinate with QA, Training, WFM and Operations teams for smooth process functioning.
• Prepare and share daily, weekly and monthly performance reports.
• Ensure compliance with banking process guidelines, company policies and data-security requirements.
• Identify performance gaps and implement corrective action plans.
• Motivate team members and support employee engagement and retention.
• Ensure the team maintains high standards of customer service and process compliance.

Candidate Requirements

• Graduate in any discipline.
• 25 years of experience in BPO/customer service operations.
• Minimum 1 year of Team Leader / team-handling experience preferred.
• Experience in Banking, BFSI, Financial Services or Customer Support will be preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching and problem-solving skills.
• Good knowledge of MS Excel and performance reporting.
• Ability to work in rotational shifts, including weekends as per business requirements.

Key Skills

Team Handling | Banking Process | BPO Operations | Customer Service | Voice Process | Non-Voice Process | KPI Management | SLA | CSAT | AHT | Quality | Escalation Management | Coaching | Performance Management | MS Excel