Job Description

Qualifications

• Minimum 2 years of experience in the BFSI industry (Banking, Financial Services, or Insurance).
• Proven team leadership experience (minimum 1–2 years supervising or leading a team preferred).
• Strong English proficiency is a must.
• Solid understanding of BFSI products, processes, compliance, and customer service standards.
• Strong leadership, coaching, and people-management skills.
• Excellent communication, problem-solving, and stakeholder management abilities.
• Results-oriented with a track record of meeting or exceeding targets.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Diploma or Bachelor’s degree in Business, Finance, Banking, or a related field preferred.
• Must be able to work in 24/7 rotation shift pattern(Include Nightshift - allowance will be given).

Responsibilities

• Lead, coach, and motivate team members to achieve individual and team KPIs related to productivity, quality, customer satisfaction, and revenue/targets.
• Monitor daily operations, performance metrics, and service levels; implement corrective actions to meet or exceed targets.
• Provide hands-on guidance, performance feedback, and development plans for team members.
• Handle complex customer escalations and high-value client interactions, particularly with Mandarin-speaking customers.
• Ensure strict adherence to BFSI regulatory requirements, internal policies, compliance standards, and risk management procedures.
• Collaborate with cross-functional teams (Sales, Risk, Compliance, Operations, Product) to improve processes and resolve issues.
• Conduct regular team meetings, training sessions, and performance reviews.
• Analyse team performance data and prepare reports for management.
• Support recruitment, onboarding, and continuous training of new team members.
• Drive a customer-centric culture and continuous improvement initiatives within the team.