Bank Of America Team Leader 

India, Gujarat, Gandhinagar 

354378663

Responsibilities*

• Team Leader– Supervisor. Managing head count of 20 FTEs associates, whose Key responsibility resolves around meeting critical deadlines as per Compliance criteria
• Adherence to the SLA’s – productivity, turn-around-time, and accuracy
• Provide appropriate coaching and feedback to help the associate come up the learning curve
• Outlier management
• Engage in improving processes through reengineering, system checks, process automation
• Periodical sample quality check of associates processing work
• Interact with client on transactional issues
• Review daily key operational variables
• Develop back up and contingency plan
• Act as a change agent and provide implementation assistance as and when the need arises
• Provide subject matter expertise on processes
• Update Manager on process performance and critical people issues
• Identify potential people issues amongst the team & resolve the same on a proactive basis
• Provide process problem resolution assistance to teams via one on one’s and coaching sessions
• Assess performance of Team Members and conduct performance appraisals
• Provide coaching and feedback to team members
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Assess training needs, provide training opportunities and train new hires and existing staff
• Cross train Team Members
• Appropriately use Rewards & Recognition to energize to motivate Team Members
• Handle all logistics related issues: roster management
• Leave planning, Managing Compensatory Offs, Unscheduled Leave
• Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Education*

• Graduate if any stream

Experience Range*

• 2-5 Years in people management

Foundational skills*

• Team Handling experience
• Strong SME knowledge of Card Operations and Applicable US Laws, Rules & Regulations
• Excellent and Effective Communication Skills : both verbal & written
• MS Office ( Excel, PowerPoint and Word)
• Knowledge of Claim lifecycle

Work Timings*

• 24X7 rotational shift

• Should be flexible in working multiple functions and shift timings

Job Location*