team leader

A team leader will be responsible to deliver operational engagements by leading a team of
Analysts and Sr. Analysts providing exceptional client/customer experience in an efficient
and effective manner, getting it right first time.
The ability to engage and communicate with good people management skills and experience are
therefore essential, with a demonstrated track record of having successfully led a small team
in an operation environment.
The role will involve working with other teams within the engagement and the Operations
Support team so the ability to build and maintain internal networks will be key to the
success of the role.
The job responsibilities include:
* Maintenance of Service Levels in the team within the purview of
overall engagement management goals encompassing productivity,
quality-based outcomes by leading the team of c12 direct reports.
* Actively protecting the client's interest in every aspect of client
delivery including complying with statutory regulations &
legislation maintaining highest standards of quality of the
engagement and ensuring that the potential risk to company arising
out of operational lapses are minimized
* Reporting of issues of concern to Operations Support, Senior
Leadership, and where appropriate, to the client on a timely basis
and actively work on solving problems/issues, as applicable.
* Ensure the team consists of sufficiently well trained and
well-motivated staff and potential resource challenges are flagged
in a timely manner to Ops Management to facilitate recruitment
backfills
* Provide day-to-day guidance to the team, influence the teams to
improve and collaborate, identify and implement required trainings
and drive GPS (Global People Survey) action plans
* Effectively utilise MI reports to drive staff performance.
Build/organize MI, as necessary.
* Maintain the policies, processes and procedures documentation.
* Initiate and support process improvements to achieve higher levels
of efficiency and effectiveness and to maximise productivity gains
including ensuring operational consistency across sites and sharing
best practice.
* Provide support and cover for Team Leader levels within function
and across functions as required (arranging cover and comprehensive
handover for your own planned absences)