Team Leader – Operations

Jobtailor; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jobtailor in Gurugram, India, seeks a Senior Leader to head the customer care team focused on banking products. You will drive service quality, governance, and performance across channels.

You will coach and develop reporting colleagues, ensure compliance, and collaborate with operations to deliver customer-first banking experiences.

Qualifications

• Leading and coaching customer care professionals required.

Responsibilities

• Lead a team of Customer Care Professionals servicing financial services and banking products.
• Manage multiple servicing channels.
• Manage performance for all direct reports, including daily coaching, goal setting, development planning and performance reviews.
• Monitor customer servicing calls and chats to ensure a flawless customer experience.
• Manage colleague engagement and belonging.
• Meet compliance and governance requirements for all processes and policies.
• Build a diverse and inclusive team while maintaining colleague engagement and morale.
• Provide consistent coaching and feedback to help colleagues maximize performance.
• Make decisions in critical day-to-day situations.
• Work flexible schedules based on business need.

Skills

Team leadership

Coaching

Call center leadership

Banking product knowledge

Performance management

Interpersonal communication

Accountability

Cross-functional collaboration

Adaptability

Background verification

Job description

• Lead a team of Customer Care Professionals servicing financial services and banking products
• Manage multiple servicing channels
• Manage performance for all direct reports, including daily coaching, goal setting, development planning and performance reviews
• Monitor customer servicing calls and chats to ensure a flawless customer experience
• Manage colleague engagement and belonging
• Meet compliance and governance requirements for all processes and policies
• Build a diverse and inclusive team while maintaining colleague engagement and morale
• Provide consistent coaching and feedback to help colleagues maximize performance
• Make decisions in critical day-to-day situations
• Work flexible schedules based on business need

Requirements

• Previous experience leading and/or coaching customer care professionals required
• Call Center leadership experience with strong banking product and operations knowledge/experience highly preferred
• Excellent coaching and negotiation skills
• Strong people management and leadership skills
• Personal accountability
• Proven interpersonal skills and the ability to communicate at all levels
• Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) and customer first resolution
• Ability to adapt quickly to new systems and processes
• Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy
• Previous knowledge of the banking industry preferred
• Successful completion of a background verification check

Core Competencies

Demonstrates strong leadership and coaching capabilities in managing customer care teams within the banking sector, ensuring compliance and a high-quality customer experience. Proven ability to drive performance and engagement while adapting to new systems and processes.

Highest-signal resume keywords

• Customer Care Leadership
• Coaching and Development
• Banking Product Knowledge
• Performance Management
• Interpersonal Communication

Hard Skills

• Performance Reviews
• Goal Setting
• Compliance Management
• Customer Experience Monitoring
• Negotiation Skills

Soft Skills

• People Management
• Personal Accountability
• Adaptability
• Team Building
• Critical Decision Making

Industry Keywords

• Financial Services
• Banking Products
• Call Center Operations
• Customer First Resolution
• Colleague Engagement