Team Lead – Business Support Team Supervisor

Process & Client Service Management

• Team Supervision: Oversee daily activities of team members, ensuring timely and accurate completion of tasks.
• Guidance & Support: Provide coaching, mentorship, and constructive feedback to enhance employee performance and development.
• Communication Facilitation: Serve as a liaison between upper management and the team to ensure clear and effective communication.
• Resource Allocation: Ensure the team is equipped with the necessary tools, equipment, and resources to perform their duties efficiently.
• Leadership & Motivation: Inspire and lead the team to meet and exceed performance targets and organizational goals.
• Resource Management: Plan and manage resources effectively to optimize productivity and minimize waste.
• Recruitment Assistance: Support hiring processes including interviewing, onboarding, and training new team members.
• Compliance Oversight: Monitor adherence to company policies, standards, and regulatory requirements within the team.
• Reporting: Prepare and present regular reports on team performance, progress, and key metrics to management.
• Risk Management: Identify potential risks within projects or team operations and implement mitigation strategies.
• Continuous Improvement: Foster a culture of innovation by encouraging process improvements and operational excellence initiatives.
• Escalation Management: Handle escalations promptly by collaborating with stakeholders and leading root cause analysis to prevent recurrence.
• Process Improvement: Develop a deep understanding of technical processes to recommend and drive enhancements that support long-term operational efficiency.
• Project Management: Lead projects from initiation through completion, ensuring delivery within scope, schedule, budget, and quality standards.

KPI Management

• Support the maintenance of process controls by monitoring Key Performance Indicator (KPI) metrics to ensure alignment with regulatory requirements and internal standards.
• Prioritize and organize tasks effectively in line with business objectives and priorities.
• Manage employee performance by regularly tracking progress, evaluating outcomes, and addressing any performance concerns proactively.

Developing Talent

Training and Development

• Identify training needs and oversee skill development for new and existing team members.
• Manage and monitor training programs, evaluate their effectiveness, and facilitate internal learning initiatives.

Performance Management

• Conduct regular performance reviews, provide constructive feedback, and set development goals.

Team Building

• Organize team-building activities to enhance team cohesion and morale.

Conflict Management

• Address and resolve conflicts within the team promptly and effectively.

Recruitment & Onboarding

• Participate in recruitment efforts, including interviewing candidates and onboarding new hires as needed.

Employee Engagement

Foster a positive work environment by engaging with team members and addressing their needs and concerns.

Skills:

• Client Relationship Management: Ability to maintain and nurture relationships 
• Stakeholder Management: Collaborating with stakeholders to manage escalations.
• Technical Expertise: In-depth understanding of process technicalities.
• Teamwork: Ability to work effectively with various functional and advocacy teams.
• Communication: Strong verbal and written (Email writing) communication skills.
• Interpersonal Skills: Ability to build and maintain professional relationships.
• Strategic Alignment: Aligning service strategies with client objectives.
• Analytical Skills: Ability to analyse, interpret & drive KPI metrics.
• Organizational Skills: Prioritizing and organizing work according to business priorities.
• Problem-Solving: Effective in identifying and resolving issues.
• Continuous Improvement: Ability to recommend and drive process improvements.
• Project Planning: Ability to oversee projects from initiation to completion.
• Time Management: Ensuring projects are delivered on time and within budget.
• Coaching Skills: Ability to train and mentor team members.
• Supportive Leadership: Encouraging team members to pursue certifications.
• Feedback Skills: Providing constructive feedback.
• Goal Setting: Setting and monitoring development goals.
• Motivational Skills: Organizing activities to enhance team cohesion.
• Morale Building: Fostering a positive team environment.
• Mediation Skills: Addressing and resolving conflicts effectively.
• Empathy: Understanding and addressing team members' concerns.
• Interviewing Skills: Participating in the recruitment process.
• Engagement Strategies: Fostering a positive work environment.
• Active Listening: Engaging with team members to understand their needs.

Knowledge: 

• Good working knowledge of Microsoft office

Qualification:

• Graduate
• Minimum bachelor’s degree required 
• Certification on project management, advance visualization applications would be an advantage