Senior Team Lead
Confirmed on the employer's own hiring board on Nov 10, 2026. First seen by Alion on Nov 9, 2026.
Job Summary
we are seeking an experienced Senior Team Lead to support Lucknow-based international business banking operations within a banking BPO environment. The role will lead and coach customer service teams, drive performance against operational KPIs, strengthen quality and compliance discipline, and support consistent delivery of customer outcomes. The incumbent is expected to act as a strong operational bridge between frontline leadership and Operations Management while promoting accountability, process adherence and continuous improvement.
Key Responsibilities
Team Leadership and Governance
Lead, guide and support frontline customer service teams to achieve business objectivesand deliver consistent customer experience.
Drive daily operating rhythm including huddles, performance reviews, coaching follow-upsand action tracking.
Support advisors in managing attendance, adherence, productivity, qualityand team engagement.
Act as an escalation point for advisors on operational challenges, customer impactand people-related matters.
Performance Management
Monitor key performance metrics including service level, productivity, quality, customer experience, schedule adherence, shrinkageand escalation trends.
Review performance patterns and work with advisors to implement corrective and preventive action plans.
Provide structured feedback to advisors to improve performance consistency and operational discipline.
Support Operations Managers with performance insights, action plansand progress updates for governance reviews.
Quality, Compliance and Process Adherence
Ensure adherence to approved processes, quality standards, compliance requirementsand client expectations.
Partner with Quality and Training teams to identifycoaching needs, knowledge gapsand process improvement opportunities.
Support error reduction, complaint preventionand customer outcome improvement initiatives.
Promote responsible customer handling, accuratedocumentationand process consistency across assigned teams.
Customer Escalation and Issue Resolution
Handle sensitive or complex customer escalations with ownership, urgencyand professionalism.
Coordinate with internal support teams to resolve operational issues impactingservice delivery or customer experience.
Ensure escalations are documented, tracked and reviewed for root cause and prevention actions.
Continuous Improvement and Reporting
Analyze team and process-level data to identifyimprovement opportunities and operational risks.
Support process improvement, digital adoptionand best practice sharing across teams.
Prepare clear performance updates, root cause summariesand action trackers for operational reviews
Skill Requirements
Bachelor's degree in any discipline.
Experience
Minimum 7 years of experience in a Business Banking process / customer service environment, including 2+ experience as Team Lead. Banking BPO experience will be an added advantage.
Leadership Skills
Strong people leadership, coaching, stakeholder coordination, problem-solving and performance management skills.
Operational Skills
Good understanding of BPO Business Banking KPIs, quality frameworks, escalation handling, reporting and action planning.
Language Skills
Strong English communication skills, including speaking, reading and writing.