Verified Job
Back Office / Data Entry
Manager, Banking Support Team
Back Office / Data Entry
#732009
Remote / WFH
TP
Job Description
We are looking for an experienced and dynamic Team Leader for Domestic banking Process to manage and drive performance of a team handling support operations.
The Team
Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities
• Manage a team of 18–20 team with Collections Experience
• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
• Conduct team huddles, coaching sessions, and performance reviews
• Analyze reports and identify performance improvement areas
• Drive quality and compliance standards
• Manage attrition and shrinkage
• Ensure customer satisfaction targets are achieved
• Coordinate with QA, Training, and Operations teams
• Prepare weekly/monthly performance reports Mandatory Skills:
• Team Handling Experience (Minimum 1–2 years as TL in Collections Process)
• KPI Management (AHT, CSAT, NPS, FCR, SLA)
• Dialer, Masterfile Creation & bucket list managing Knowledge
• Performance Management
• Coaching & Mentoring
• Attrition & Shrinkage etc Eligibility Criteria: Graduate (Any Stream) 1 Year experience in Collections Process as Team Leader Good communication skills
The Team
Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities
• Manage a team of 18–20 team with Collections Experience
• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
• Conduct team huddles, coaching sessions, and performance reviews
• Analyze reports and identify performance improvement areas
• Drive quality and compliance standards
• Manage attrition and shrinkage
• Ensure customer satisfaction targets are achieved
• Coordinate with QA, Training, and Operations teams
• Prepare weekly/monthly performance reports Mandatory Skills:
• Team Handling Experience (Minimum 1–2 years as TL in Collections Process)
• KPI Management (AHT, CSAT, NPS, FCR, SLA)
• Dialer, Masterfile Creation & bucket list managing Knowledge
• Performance Management
• Coaching & Mentoring
• Attrition & Shrinkage etc Eligibility Criteria: Graduate (Any Stream) 1 Year experience in Collections Process as Team Leader Good communication skills
