Team Leader | Banking International - Malad

TP; Mumbai Suburban; On-site; INR 800,000 - 900,000; Full time

Job summary

TP invites applications for a Team Leader - International Banking in Malad, Mumbai. The role requires guiding daily operations in banking and financial services, managing a team, monitoring queues, and ensuring service levels across shifts including night duties.

The ideal candidate has at least 1 year of on-paper Team Lead experience in BPO or financial services, with domain knowledge in wealth management or life/health/investment products. Immediate joiners preferred.

Qualifications

• 1 year on-paper experience as a Team Leader in BPO or financial services.
• Domain knowledge in Banking, Wealth Management, Insurance or Investment Services.
• Ability to translate domain requirements into guidance for associates.

Responsibilities

• Lead daily operations, allocate work, and monitor queues to meet service levels and turnaround times.
• Drive team performance across productivity, quality, customer experience, and attendance.
• Provide guidance on customer queries, service requests, and complex cases within approved procedures.
• Review performance trends and quality findings to identify knowledge gaps and implement corrective actions.
• Conduct regular coaching, performance reviews, and follow-ups.
• Manage escalations and coordinate with specialist teams to resolve outstanding cases.
• Partner with Training and Quality teams on refreshers and process updates.
• Maintain team readiness through scheduling, adherence monitoring, and coordination with WFM.
• Ensure accurate reporting, case documentation, and compliance with information security and data privacy requirements.

Skills

Team leadership

Coaching

Customer service

Communication

WFM knowledge

Job description

We are actively hiring for Team Leader - International Banking!!!

Location: Malad, Mumbai

Shift: Rotational Shifts (including Night Shifts)

[5 Days working with 2 rotational week offs]

Budget: Up to 8-9 LPA Max

Immediate Joiners Preferred

Domain Knowledge Required:

Banking, Financial, Wealth Management, Insurance, Investment Services, etc.

- Should have 1 years on paper experience as a Team Lead

Key Responsibilities:

• - Lead daily operations, allocate work, and monitor queues to meet service levels and turnaround times.
• - Drive team performance across productivity, quality, customer experience, and attendance.
• - Provide guidance on customer queries, service requests, and complex cases within approved procedures.
• - Review performance trends and quality findings to identify knowledge gaps and implement corrective actions.
• - Conduct regular coaching, performance reviews, and documented follow-ups.
• - Manage escalations and coordinate with specialist teams to resolve outstanding cases.
• - Partner with Training and Quality teams on refreshers, calibration sessions, and process updates.
• - Maintain team readiness through effective scheduling, adherence monitoring, and coordination with WFM.
• - Ensure accurate reporting, case documentation, and compliance with information security and data privacy requirements.
• - Support new-hire nesting and assess readiness for independent case handling.
• Required Experience and Domain Knowledge:

• Prior experience as a Team Leader or in a comparable people management role within BPO or financial services operations.
• Relevant experience in either:
• - Wealth management/investment services: Understanding of stocks, bonds, ETFs, and portfolio management concepts such as asset allocation, diversification, glide path, and rebalancing.
• - German insurance: Understanding of life insurance and/or annuity products, with experience in insurance servicing processes. Exposure to additional insurance processes is an advantage.
• - Ability to translate domain knowledge and process requirements into practical guidance for associates.