BPO Team Leader - BFSI Process

Kriyalogic Technologies; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Kriyalogic Technologies in Pune is seeking a results-driven customer service manager to lead a BFSI operations team, ensuring service levels, quality, and customer satisfaction across key processes.

You will handle escalations, coach executives, enforce data security and banking compliance, and deliver daily/weekly MIS reports to drive continuous process improvements in a fast-paced environment.

Responsibilities

• Lead and manage a team of customer service executives in the BFSI process.
• Monitor team performance, productivity, quality, and SLA/KPI targets.
• Handle customer escalations and ensure timely resolution.
• Conduct team meetings, coaching, and performance reviews.
• Ensure compliance with banking processes, data security, and company policies.
• Prepare daily/weekly MIS reports and drive process improvement.

Job description

Responsibilities

• Lead and manage a team of customer service executives in the BFSI process.
• Monitor team performance, productivity, quality, and SLA/KPI targets.
• Handle customer escalations and ensure timely resolution.
• Conduct team meetings, coaching, and performance reviews.
• Ensure compliance with banking processes, data security, and company policies.
• Prepare daily/weekly MIS reports and drive process improvement.