Team Leader - BPO

Imperative Business Ventures; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Imperative Business Ventures in Pune is seeking a dynamic Team Leader for BFSI operations. The role requires managing a team of 10–20 executives, ensuring service delivery, compliance with regulations, and achieving KPIs. Ideal candidates should have experience in banking operations or financial services BPO processes. Join a growing team focused on operational efficiency and client satisfaction through effective team management and development.

Qualifications

• Experience in Banking operations or Financial services BPO processes required.
• Prior experience handling BFSI clients in a BPO/KPO environment.

Responsibilities

• Lead, mentor, and manage a team of 10–20 executives on BFSI processes.
• Ensure adherence to SLAs, KPIs, and productivity targets.
• Act as a point of contact between the client and internal operations.

Skills

Team Management

Operational Efficiency

Client Management

BFSI Knowledge

Job description

We are looking for a dynamic and result-oriented Team Leader to manage and lead a team handling BFSI (Banking, Financial Services, and Insurance) operations. The role involves ensuring service delivery, maintaining operational efficiency, achieving KPIs, and driving team performance while ensuring compliance with client and regulatory standards.SLA adherenceProductivity and utilizationQuality scoresCustomer satisfaction (CSAT)Attrition and team engagementEscalation management

Key Responsibilities

• Team Management Lead, mentor, and manage a team of 10–20 executives handling BFSI processes. Monitor team productivity, attendance, and overall performance. Conduct daily briefings, team huddles, and performance reviews. Coach and guide team members to improve quality and productivity. Operations & Performance Ensure achievement of defined SLAs, KPIs, and productivity targets. Monitor daily operations and workflow to ensure timely service delivery. Identify operational challenges and implement improvement plans. Prepare daily, weekly, and monthly performance reports. Quality & Compliance Ensure adherence to BFSI regulatory guidelines and compliance standards. Work closely with Quality and Compliance teams to maintain process accuracy. Conduct call audits / transaction audits and provide feedback. Client & Stakeholder Management Act as a point of contact between the client and internal operations team. Participate in client review meetings and share performance updates. Ensure timely resolution of escalations and service issues. Training & Development Identify training needs and coordinate with L&D for skill development. Support new hire onboarding and process training. Develop succession planning within the team.

Requirements

• Experience in Banking operations, Loan processing, Insurance operations, KYC, or Financial services BPO processes Prior experience handling BFSI clients in a BPO / KPO environment

Job Summary

Location

Pune

Job Type

Full-time

Experience

Junior (1-3 yrs)

Department

Operations

Interested in this role?

Send us your application and join our growing team.