To steer and coordinate the activities of the team to ensure efficient operations and deliver business targets at high-quality standards and in compliance with pre-defined policies and procedures.
The role is also responsible for coaching, developing and engaging team members while fostering a positive and safe work environment. In addition, the role is the primary touchpoint of the business for high priority actions and critical issue handling
Skilled in providing guidance and support to team members, fostering a positive and collaborative work environment.
Set clear and challenging team goals and objectives, aligning them with organizational targets
Thorough and deliberate in managing capacity relative to workload, business expectations, and employee leave utilization
Lead and follow through the team discussions and dialogues regarding employee challenges that require support
Monitor team performance and provide regular feedback at team and individual level
Identify training needs and implement development interventions for team members
Motivate team members in finding opportunities for improvement that drive automation and reduce waste
Rationalize and prioritize ideas that benefit the business
Follows through on the realization of improvement ideas from relevant parties and updates the team regularly
Effectively communicates pand builds professional relationships within the team and with other stakeholders
Act as a liaison between team members and upper management for all matters relevant to the team
Inspire and motivate team members to build connection within the team, the center and the business
Be a role model in recognizing and appreciating employees
Actively provides feedback to employees in a professional and respectful manner
Effectively, uses storytelling to drive desired behaviors, outcomes and to provide perspective to team members
Proactively raises potential issues or concerns arising from process and system changes
Handles employeee conflicts or concerns in a professional manner
Encourage innovative thinking and problem-solving among team members.
Address and resolve all escalations from stakeholders in a structured manner.
Prepare and present reports on team performance, progress towards goals, and support required for challenges faced by the team
Analyze data to make informed decisions and improvements.
Ensure team adherence to company policies, procedures, and safety regulations.
Promote a culture of safety and compliance within the team.
Key Requirements:
Minimum 5 years experience in a finance / BPO environment inclusive of at least 2 years of people leadership experience
Experience in leading the execution of centralized processes in shared service environments or centers of excellence is an advantage
Experience in logistics industry or BPO environment is ideal
Knowledge of Lean Management is ideal (production and/or service environment)/or service environment)
Ability to lead teams and work cross-functionally
stakeholders
Good interpersonal and communication skills
Ability to motivate and inspire team member
Good change management skills
Good organizational and time management skills
Proficient in Microsoft tools and applications
Problem-solving mindset
Adaptability and resilience in a fast-paced environment
Commitment to continuous improvement and team development
Customer-centric: Focuses on creating a positive customer experience to build brand loyalty.
Driven to achieve results and surpass standards.
Collaboration skills for working with key internal stakeholders.
Business acumen to link financial and operational data and drive performance.
Self-driven and resilient in fast-changing environments.
