Team Leader

Digitide; Betul District; On-site; INR 500,000 - 800,000; Full time

Job summary

Digitide is seeking a Team Leader for the Back Office in BFSI operations to supervise Customer Care Executives and ensure service targets are met.

You will monitor performance metrics, coach staff, deliver training, and drive process improvements while ensuring regulatory and data-security standards are adhered to. Fluency in CRM systems is required.

Qualifications

• Bachelor's degree in Business, Finance, or related field.
• 3+ years in customer care or back-office BFSI.
• 1+ year leading a team of CCEs or similar staff.
• Strong knowledge of CLM processes.
• Excellent communication and interpersonal skills.
• CRM and ticketing systems proficiency (Salesforce, ServiceNow).
• Knowledge of BFSI regulatory requirements (KYC, AML, GDPR).
• Problem-solving and decision-making abilities.
• Able to work in shift patterns as required by business operations.

Responsibilities

• Supervise, coach, and motivate a team of CCEs to meet daily and monthly service targets.
• Monitor and analyze performance metrics (SLAs, AHT, CSAT) and implement corrective actions.
• Handle escalated customer issues and ensure timely resolution.
• Develop and deliver training programs to enhance product knowledge and communication skills.
• Coordinate with the CLM Domestic BFSI operations team to align back‑office activities with business objectives.
• Prepare and present regular performance reports to senior management.
• Implement process improvements to increase efficiency and reduce error rates.
• Maintain accurate documentation of customer interactions and knowledge‑base updates.
• Ensure compliance with regulatory and data‑security standards specific to the BFSI sector.
• Foster a positive work environment that encourages teamwork and continuous learning.

Skills

Team leadership

Communication

Data analysis

Regulatory knowledge

CRM systems

Problem solving

Shift flexibility

Education

Bachelor's degree in Business, Finance, or related field

Tools

Salesforce

ServiceNow

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

The Team Leader will oversee the Manpower – Back Office department within Digitide Solutions Limited, supervising a group of Customer Care Executives (CCEs) handling BFSI client inquiries. This role ensures high‑quality service delivery, monitors key performance indicators, mentors staff, and collaborates with cross‑functional teams to continuously improve processes and customer satisfaction.

Responsibilities

• Supervise, coach, and motivate a team of CCEs to meet daily and monthly service targets.
• Monitor and analyze performance metrics (SLAs, AHT, CSAT) and implement corrective actions.
• Handle escalated customer issues and ensure timely resolution.
• Develop and deliver training programs to enhance product knowledge and communication skills.
• Coordinate with the CLM Domestic BFSI operations team to align back‑office activities with business objectives.
• Prepare and present regular performance reports to senior management.
• Implement process improvements to increase efficiency and reduce error rates.
• Maintain accurate documentation of customer interactions and knowledge‑base updates.
• Ensure compliance with regulatory and data‑security standards specific to the BFSI sector.
• Foster a positive work environment that encourages teamwork and continuous learning.

Qualifications

• Bachelor's degree in Business, Finance, or related field.
• Minimum 3 years of experience in a customer care or back‑office role within BFSI.
• At least 1 year of proven experience leading a team of CCEs or similar staff.
• Strong understanding of CLM (Customer Lifecycle Management) processes.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate actionable insights.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• Knowledge of BFSI regulatory requirements (KYC, AML, GDPR).
• Demonstrated problem‑solving and decision‑making abilities.
• Flexibility to work in shift patterns as required by business operations.

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Info

• Job Identification 271593
• Job Category Customer Support/Operations | BPM