Cash Management

EXL; Dadri; On-site; INR 600,000 - 800,000; Full time

Job summary

EXL in India is seeking an experienced Team Lead to manage a 10-member team, provide coaching and ongoing training, and balance workloads efficiently to meet targets.

You will monitor performance metrics across all processes, review SOPs and governance decks, and address customer queries with timely solutions while ensuring adherence to standard procedures and quality controls.

Qualifications

• Must have experience managing a team of 10
• Provide coaching, feedback, and ongoing training to team members to enhance performance
• Effectively manage queue and balancing of work loads
• Monitor team performance metrics, review feedback and mitigation plans
• Ensure guidelines followed per standard procedures
• Handle customer queries with timely solutions within defined TAT and inform about refunds if needed
• Understand transaction flow and inform customers about amounts due, payment status and invoices
• Review SOPs and Governance deck for MI reporting and quality control

Responsibilities

• Manage a team of 10 and ensure effective coaching and training
• Balance workloads and monitor queue to maintain service levels
• Track team performance metrics and implement mitigation plans
• Ensure compliance with standard procedures and guidelines
• Handle customer queries with timely solutions and informed refunds
• Understand transaction flow and communicate payment statuses and invoices
• Review SOPs and governance materials for quality and MI reporting

Skills

Team management

Coaching

Performance monitoring

Quality adherence

Feedback delivery

Training delivery

Job description

• Must have an experience of managing a team size of 10
• Provide coaching, feedback, and ongoing training to team members to enhance performance
• Effectively manage queue and balancing of work loads
• Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan
• Ensure that the guidelines are followed as per standard procedures
• Exception handling query from customer for which they called and able to provide a solution withing a short timeframe.
• Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.
• Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status.
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Should review and provide feedback on SOP’s and Governance deck and MI reporting