Team Lead Operations US Back-End

Job Description:

• Ensure the capability of the team is sufficient to fulfill operational needs.

• Further, develop the team’s capabilities, encourage the coach, and mentor the team.

• Prioritizing work, considering skills required and estimated time to complete tasks. Assigning

   to appropriate team members and assisting them as necessary with the execution.

• Provide hands-on support to the team when and where required.

• Ensure that the ongoing operational needs of the team are matched by appropriate staff

   development .

• Focal/escalation point for issues.

• Ensure that all business-critical issues are escalated promptly to ensure that service level

  agreements and escalation procedures are met within agreed deadlines

• Act as the liaison between the team and Management

• Continuously monitor all outstanding incidents/requests and act appropriately to ensure that

   agreed standards are consistently achieved.

• Develop, implement, and ensure processes, procedures, and standards are followed.

• Establish parameters for and monitor work quality and performance metrics to review the

   team’s performance to improve client service.

• Conduct root-cause analysis to identify issues and prevent future incidents. 

Requirements and Skill Sets:

• 2+ years of international process experience as a Team Leader is a must.

• Must be comfortable on Night Shift

• Master / Bachelor’s

• Overall 5+ years of experience in international US Back-end/ Billing/ Invoice

• Experienced in CSAT, NPS & Attritions

• Excellent Communication Skills Key