Team Leader – Customer Experience Centre Job in Bengaluru at Equiniti

• Organise, plan, control and monitor workflow, co-ordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards
• Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required
• Input in to the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences
• Work alongside the UK operational team to ensure communication and operations are aligned
• Recognise and analyse trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or co-ordinating support from other parties to resolves matters and minimise the risk of re-occurrences
• Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System
• Support the team deliverable by undertaking a range of roles and tasks when required
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment
• Successful completion of task and achievements of agreed service standards
• Effective use of resources
• Accuracy and volume of team’s work
• Development of knowledge, competence and skills of self and team
• Adherence to procedures, policies and Integrated Management System requirements
• Quality of recommendations for continuous improvement
• Effectiveness of change management and communication
• Effective communication with team stakeholders

Requirements:

• Excellent verbal, written, and interpersonal communication skills
• Advanced Microsoft Office skills including macros and database administration
• Prior experience in leading a team