Team Lead

Accountable to drive team members to deliver outstanding customer experience via on-time, right first time implementation of customer RFCs.

Participate in review of LOE for new customers

Drive key KPIs for team

Perform skill gap analysis and facilitate trainings as required.

Prepare reports and share important updates with management.

Participate in global VPO calls and share inputs with team.

Drive teams to complete the audits and perform security audits for all supported customers.

Support technical and non-technical escalations

Drive process compliance.

Cascade changes in processes, tools and support entities to teams

Lead transformational changes in the team.

SME for technical trainings.

Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements.

Ability to work under pressure, dealing with multiple tasks.

Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions.

Creates and executes development plans and revises as appropriate to meet changing needs and requirements.

Project manage bulk & complex migrations using standard process and procedures - IBO

Measure Change Management efficiency quality and throughput and ensure the teams performance meets or exceeds the set KPIs.

Analyze performance, debrief with the team and implement service improvement plans as required.

Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards.

Manage escalations for all technical & procedural issues on change requests.

Ability to work under pressure, dealing with multiple tasks.