Pod Lead

Role/Job Title: Pod Lead

Business: Retail Assets

Function/ Department: Retail Assets

Place of work: Noida, Mumbai, Hyderabad

Roles & Responsibilities:

'- Manage CPA agents and ensure their TAT and FTR targets are met and high quality is maintained

- Ensure high productivity of the reporting team members

- Suggest initiatives for efficiency improvement for POD members

- Closely observe critical and non-critical errors in day-to-day operations across the pod and escalate to senior stakeholders, if required

- Daily interface with vendors for effective resource planning

- Efficient coordination with multiple stakeholders for resolving any issues for the pod members

Secondary Responsibilities:

'- Interface with Ops trainers to guide the team on policy and process changes

Managerial & Leadership Responsibilities :

'- Effective mentoring of CPA agents and train them to progress in their career path

Key Success Metrics:

Measurable: Number of files meeting TAT & FTR targets improvement in productivity
Qualitative: Effective mentoring of CPA agents, ensure adherence to SLAs