Hiring For Team Lead Operations - Bengaluru

Role & responsibilities:

• Spend 25% of your time in queue working cases that come to our team via email, phone and chat.
• Analyze metrics, reports, data trends, and develop plans to manage departmental challenges.
• Provide expert support to Seniors and act as final escalation POC on the team effectively resolving complex issues and escalations (including executive level) which will involve coordinating resolutions with appropriate support areas as necessary.
• Represent the support team on operational projects led by our Project Management team.
• Own training facilitation and trending metrics/reporting
• Ability to use creative solutions to drive initiatives locally or through partnerships with other departments and locations.
• Focus on partnerships with Product Operations and LaPS as needed.
• Collaborate and communicate with a team of global peers to drive best practice initiatives and with multiple levels of management as needed.
• Provide feedback to management regarding necessary changes and updates, including policies, upgrades, and customer care issues.
• Communicate effectively and concisely with employees and internal stakeholders.
• Contribute to the implementation of workflow process improvements.
• Partner with POMs/ProdOps teams to capture member sentiment and share member feedback with stakeholders across Product and Engineering
• Provide a point of view on business needs that influence strategic decisions for our team/group.
• Represent team sentiment to management to influence informed decision making.
• Ensure team members have the information they need to perform their roles.
• Lead or support project activities such as requirements gathering, decision-making, change management, communications and training as needed.

Preferred candidate profile:

• Any Graduate/Post Graduate with relevant work experience.
• At least 3+ years of people management operations experience on papers as a Team Lead/ AM is mandatory.
• Extensive knowledge and understanding of the Fraud and Risk industry, compliance, privacy, risk management, transaction fraud, fraud operations or legal support.
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
• Expert knowledge of MS Office (Outlook, Word, PowerPoint, and Excel)
• Excellent communication, follow-up, interpersonal and customer service skills
• In-depth knowledge of social media and the technologies that support it.
• Experience monitoring operational aspects of the business (case routing, processes, workforce allocation and distribution, product roll outs)
• Experience leading in a queue environment, consistently delivering to workforce management needs.
• Ability to work in a fast-paced environment.
• Experience with customer communication (email, instant messaging, phone, video conference, live delivery).
• Have a Growth Mindset and be open to feedback for continued growth.
• Working experience in US Clients will be an added advantage.