International Process Team Leader

*Job Summary*

We are seeking an experienced Banking Process Team Leader to oversee a team of banking process executives in our BPO organization. The successful candidate will be responsible for ensuring high-quality service delivery, meeting productivity and quality targets, and driving process improvements.

Roles and Responsibilities

• Manage international process teams, ensuring efficient operations and meeting performance targets.
  
• Oversee team handling, floor management, and escalation management to minimize shrinkage and attrition.
  
• Develop and implement strategies to reduce AHT (Average Handle Time) and improve CSAT (Customer Satisfaction).
  
• Ensure effective rostering, KPI monitoring, and SLA management to maintain high levels of customer satisfaction.
  
• Collaborate with cross-functional teams to identify areas for improvement and implement changes.