Team Leader, Operations - Banking (Menara Trx)

Roles & Responsibilities – Managing a team of 20 to 25 FTE'Client/Customer/People ManagementDrive Performance in the team to meet targetsManage the daily team activities and ensure the daily operations run smoothly.Drive Team adherence and manage monthly scheduling.Handling EscalationsManage key business metrics like SLA's and CSATRun reports & conduct a thorough analysis of SLA misses.Drive Continuous Improvement in the team along with metrics improvementGenerate dashboard and scorecards for the Team for review.Performance management and appraisals for the entire Team.Weekly Reviews to the Management on key deliverables.One-One with the team and scheduled Monthly Team meetings.Feedback and CoachingKnowledge management for the team and quality controlApply performance management strategies - action plans, BQ planningResponsible for people/employee career development
 Generic & Behavioral Skills – Excellent verbal and written communication skills.Should be willing to work in shifts along with the team in customer business time.Overall should be a good team player with willingness to learn and drive to achieve.Practice and focused on Metrics.Good Excel skills and Reporting knowledgeShould be able to drive Continuous Improvement in process.Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 monthsAwareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.Excellent in Mandarin and English for both written and spoken as needed support China and  Taiwan market.