Team Leader (TL) - Job Description

Role Summary:

The Team Leader is responsible for managing team performance, ensuring adherence to operational procedures, achieving service level targets, driving process excellence, and fostering employee development. The role requires strong people management, analytical, coaching, and stakeholder management skills to deliver high-quality results while ensuring client satisfaction.

Key Responsibilities

Team & People Management

• Lead, manage, and motivate a team to achieve business and operational goals.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Identify training and development needs and mentor team members for career growth.
• Foster a positive work environment and drive employee engagement initiatives.
• Manage attendance, leaves, roster planning, and resource allocation to ensure uninterrupted operations.

Performance Management

• Monitor individual and team performance against defined KPIs and SLAs.
• Drive productivity, quality, and compliance metrics through continuous performance tracking.
• Develop performance improvement plans and ensure timely execution.
• Recognize and reward high performers while addressing performance concerns proactively.

Process & Operational Excellence

• Ensure adherence to standard operating procedures, regulatory requirements, and organizational policies.
• Maintain service levels and process metrics in line with client and business expectations.
• Analyze operational trends and identify opportunities for process improvements.
• Manage escalations effectively and ensure timely resolution of issues.

Coaching & Development

• Conduct regular coaching sessions to enhance team capability and performance.
• Provide guidance on process updates, quality requirements, and operational best practices.
• Develop future leaders within the team through mentoring and structured development plans.

Reporting & Analysis

• Generate, interpret, and present MIS reports to monitor operational performance.
• Use analytical reasoning to identify gaps, trends, risks, and improvement opportunities.
• Support management with data-driven insights and recommendations.

Stakeholder & Client Management

• Maintain effective communication with clients, cross-functional teams, and internal stakeholders.
• Ensure delivery of exceptional client service and promote a culture of client delight.
• Collaborate with onshore counterparts and support teams to achieve business objectives.

Required Skills & Qualifications

Technical & Functional Skills

• Strong knowledge of operational procedures and service level management.
• Understanding of process metrics, compliance, and regulatory requirements.
• Proficiency in MS Office Suite (Excel, Word, PowerPoint).
• Good MIS and reporting knowledge.
• Strong analytical and problem-solving abilities.
• Escalation handling and risk management expertise.

Behavioural Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder management capabilities.
• Ability to manage large and complex teams.
• Sound decision-making and judgement skills.
• Strong client-centric approach and focus on service excellence.
• Good listening skills with the ability to influence and guide others.
• Ability to resolve conflicts through collaboration and a win-win approach.
• High attention to detail and quality orientation.
• Positive attitude towards coaching, mentoring, and employee development.

Preferred Experience

• Proven experience in team leadership, people management, and operations management.
• Experience in performance management, coaching, and client-facing environments.
• Ability to work effectively across multiple organisational units and geographies.

Key Success Measures: SLA Achievement | Productivity | Quality Scores | Team Engagement | Attrition Control | Client Satisfaction | Compliance Adherence | Process Improvement Initiatives