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Engaged Employer

Equiniti

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3.7

based on 326 Reviews

122 Equiniti Jobs

Team Leader - Customer Experience Centre

Equiniti India

3.7

based on 326 Reviews

3-6 years

Chennai, Bangalore / Bengaluru

1 vacancy

Team Leader - Customer Experience Centre

Equiniti

posted 4mon ago

Job Role Insights

Fixed timing

Key skills for the job

Quality Assurance Operations Information Security Database Administration Change Management Data Security

+ 3 more

Job Description

To lead a team, utilising available resource in order to deliver a quality service to customers in line with agreed standards. Oversee and support the work of other colleagues where required. Contribute to the overall planning and workflow of the department.

Core Duties/Responsibilities

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.

Skills, Capabilities and Attributes

Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
Explains the reasoning behind what is being said to ensure understanding and acceptance.
Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
ICSA or IAQ qualification including Compliance module (must be achieved within 1 year of appointment).
Uses basic time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available.
Plans, co-ordinates and controls the work and resources of the team.
Objectively assess the performance of others in accordance with the process, assessing capabilities and potential.
Give constructive feedback in order to identify individual s development needs.
Maintain consistency and fairness throughout the process.
Communicate and explain change effectively.
Plan and implement changes gaining commitment and understanding, minimising disruption to our service.
Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti s business and overall aims, including relevant IT industry developments.
Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.