IN Team Lead Support

Fintech Farm Ltd; India; On-site; INR 1,200,000 - 2,300,000; Full time

Job summary

Fintech Farm Ltd. is seeking a Team Lead (Support) in Operations and Support to steer a ~15 FTE team, ensure SLA compliance, and drive customer satisfaction. You will oversee scheduling, performance reviews, and escalation management while collaborating with management to enhance service delivery.

The role requires experience as a Team Lead in a service environment (banking/fintech preferred), strong data skills, and a focus on people development, with night/weekend shifts as needed.

Qualifications

• Bachelor degree required.
• 2+ years as Team Lead in service industry (banking/fintech preferred).
• Experience with KPIs and target setting from scratch.
• Strong data analytics and ability to handle mid data volumes.
• Excellent communication and people development skills.

Responsibilities

• Lead and motivate a team (~15 FTEs) to meet targets and SLAs.
• Manage workflow, capacity planning, and service delivery.
• Act as point of contact for escalations with customers and team.
• Conduct regular one-to-ones, team meetings and performance reviews.
• Provide ongoing feedback on performance objectives to employees.
• Monitor engagement, motivation, and retention of staff.
• Collaborate with management to resolve client escalations.
• Provide regular and ad-hoc reporting to management.
• Identify market trends and insights for service improvement.
• Coordinate with internal stakeholders to keep services up to date.

Skills

Leadership

KPI implementation

Data analytics

Communication

People development

Education

Bachelor degree

Tools

SQL

Advanced Excel

Job description

Team Lead (Support) - Operations and Support

Key Responsibilities

• Leading and motivating a team (~15 FTEs) to meet and exceed personal targets and team SLA expectations (e.g. KPIs, productivity & quality)
• Managing Workflow in order to maintain overall department expected service delivery, including regular schedule and capacity planning
• Managing and being a POC for all customer and team related escalations
• Conducting regular one to ones, team meetings and performance reviews
• Defining, reviewing and providing ongoing, meaningful feedback on performance objectives to employees
• Taking measurable actions to monitor and increase engagement, motivation and retention of employees.
• Working closely with management team to resolve potential client escalations
• Providing regular and ad hoc reporting to management team
• Proactively identifying and communicating market trends and insights
• Constantly cooperating with internal stakeholders to keep service up to date

Qualification Requirements

• 2+ years experience as a Team Lead in the service-providing industry, preferably in banking or fintech environment
• Experience in KPIs and Target implementation from the scratch
• Ability to multi-task, prioritize, manage time effectively and think outside the box
• Experience in Data analytics, working with mid data volumes
• Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction
• Excellent communication, engagement and people development skills
• Bachelor degree
• Willing to work Nights and Weekends on a rotating shift basis

We consider as a plus

• previous startup experience
• knowledge of the credit card or consumer finance industry, especially fintech
• proficiency in SQL/ Advanced Excel or any other data manipulation tool