Operations Team Leader - Banking & Financial Services

Team Leader A team leader will be responsible to deliver operational engagements by leading a team of Analysts and Sr. Analysts providing exceptional client/customer experience in an efficient and effective manner, getting it right first time. The ability to engage and communicate with good people management skills and experience are therefore essential, with a demonstrated track record of having successfully led a small team in an operation environment. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role. The job responsibilities include: • Maintenance of Service Levels in the team within the purview of overall engagement management goals encompassing productivity, quality-based outcomes by leading the team of c12 direct reports. • Actively protecting the client’s interest in every aspect of client delivery including complying with statutory regulations & legislation maintaining highest standards of quality of the engagement and ensuring that the potential risk to company arising out of operational lapses are minimized • Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client on a timely basis and actively work on solving problems/issues, as applicable. • Ensure the team consists of sufficiently well trained and well-motivated staff and potential resource challenges are flagged in a timely manner to Ops Management to facilitate recruitment backfills • Provide day-to-day guidance to the team, influence the teams to improve and collaborate, identify and implement required trainings and drive GPS (Global People Survey) action plans • Effectively utilize MI reports to drive staff performance. Build/organize MI, as necessary. • Maintain the policies, processes and procedures documentation. • Initiate and support process improvements to achieve higher levels of efficiency and effectiveness and to maximize productivity gains including ensuring operational consistency across sites and sharing best practice. • Provide support and cover for Team Leader levels within function and across functions as required (arranging cover and comprehensive handover for your own planned absences) A team leader will be responsible to deliver operational engagements by leading a team of Analysts and Sr. Analysts providing exceptional client/customer experience in an efficient and effective manner, getting it right first time. The ability to engage and communicate with good people management skills and experience are therefore essential, with a demonstrated track record of having successfully led a small team in an operation environment. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role. The job responsibilities include: • Maintenance of Service Levels in the team within the purview of overall engagement management goals encompassing productivity, quality-based outcomes by leading the team of c12 direct reports. • Actively protecting the client’s interest in every aspect of client delivery including complying with statutory regulations & legislation maintaining highest standards of quality of the engagement and ensuring that the potential risk to company arising out of operational lapses are minimized • Reporting of issues of concern to Operations Support, Senior Leadership, and where appropriate, to the client on a timely basis and actively work on solving problems/issues, as applicable. • Ensure the team consists of sufficiently well trained and well-motivated staff and potential resource challenges are flagged in a timely manner to Ops Management to facilitate recruitment backfills • Provide day-to-day guidance to the team, influence the teams to improve and collaborate, identify and implement required trainings and drive GPS (Global People Survey) action plans • Effectively utilize MI reports to drive staff performance. Build/organize MI, as necessary. • Maintain the policies, processes and procedures documentation. • Initiate and support process improvements to achieve higher levels of efficiency and effectiveness and to maximize productivity gains including ensuring operational consistency across sites and sharing best practice. • Provide support and cover for Team Leader levels within function and across functions as required (arranging cover and comprehensive handover for your own planned absences) Educational qualifications • Bachelors Degree in Commerce Mandatory Skills • Min 5-7 years in an operational service delivery environment, with at least 1 year in a Team Leader role managing a small/mid-size team (>10) • Preferred background in Banking/Financial services industry, with proven track record in Service Delivery and Global Operations, and exposure to AML and KYC/CDD operations and/or wider banking operations with intermediate to Expert level knowledge of quality control procedures and regulatory standards. • Good communication skills (including fluency in English), inter-personal and relationship management skills • Strong time management, organizational, planning and follow-up skills; ability to multi-task effectively. Ability to cope well under pressure and meet deadlines. • Problem solving skills and the ability to use information to generate creative solutions. • Competent at Microsoft Office tools i.e. excel, word, PowerPoint Preferred Skills • Planning, Organizing and problem-solving skills • Good communication & interpersonal skills • Ability to be customer focused and drive results • Ability to lead the team and developing others • Experience Level Senior Level