Banking Team Lead, HOSC, Channel Operations Centre

Team Lead, HOSC, Channel Operations Centre

As a Team Lead in the Channel Operations Centre Hub Operations Service Centre, you will oversee a backroom operations unit dedicated to supporting the processing of customer claims from Self-service machines, including ATMs and CDMs. Your role involves managing daily operational activities, ensuring efficient resource allocation, and maintaining service level agreements. You will act as the primary point of escalation for process issues and abnormalities, while also handling communications with internal stakeholders and external vendors. This position requires supervisory and administrative oversight, along with providing coaching and training to enhance team proficiency. You will also contribute to process improvement initiatives and participate in enhancement projects as needed

What you will Do

• Manage daily operational activities to ensure claims are processed within defined service level agreements
• Review daily claims volume and allocate manpower effectively to meet operational demands
• Serve as the escalation point for process breaks and abnormalities, ensuring timely resolution
• Communicate effectively with internal stakeholders and external vendors to maintain operational efficiency
• Provide coaching and training to team members to improve their proficiency and performance

Your Skills

• Bachelor's degree in a relevant field is required
• Minimum of 6 to 10 years of experience in financial institutions operations is preferred
• Proven team supervisory and management experience is advantageous
• Proficient computer skills, particularly in MS Office applications, are essential
• Effective verbal and written communication skills are necessary for success in this role

Benefits

• Competitive salary commensurate with experience
• Opportunities for professional development and training
• Access to a supportive work environment with a focus on team collaboration
• Participation in process improvement projects

Interested

If you are interested in this opportunity, please submit your complete application through our online platform or via email at [Confidential Information].

Desired Skills and Experience

Self Service Terminal