Team leader: international banking

are seeking a dynamic and experienced Team Leader to manage and lead a team in a fast-paced and customer-centric Voice/Chat Banking & Fintech process. The ideal candidate will have hands-on experience in leading international teams within the Fintech domain, especially in processes such as AML, KYC, Fraud Prevention, Payments, Disputes, Transaction Monitoring, and Chargeback. This role requires excellent leadership and communication skills, alongside the ability to handle complex processes and mentor team members to achieve performance goals.

Key Responsibilities:
• Team Management: Lead a team of customer service representatives, ensuring adherence to operational standards and KPIs. Foster a positive work culture that motivates team members.
• Process Ownership: Oversee voice/chat banking and fintech operations such as AML, KYC, Fraud, Payments, Disputes, Transaction Monitoring, Chargeback, ensuring compliance and operational excellence.
• Training & Development: Conduct regular training sessions and skill-enhancement activities for the team, including onboarding new hires.
• Performance Monitoring: Track individual and team performance metrics, identify areas for improvement, and implement corrective actions where necessary.
• Quality Assurance: Monitor calls and chat interactions for quality, ensuring adherence to company standards and improving customer satisfaction.
• Reporting & Analysis: Provide timely reports on team performance, including issues encountered and escalations, to senior management. Analyze performance trends and take proactive measures.
• Escalation Handling: Address and resolve escalated customer queries or complaints, ensuring swift and satisfactory solutions.

Here’s a Job Description (JD) based on the details you provided:

Job Title: Team Leader – Voice/Chat Banking & Fintech Process

Location: Gurugram

Process: Voice/Chat Banking | Fintech (AML, KYC, Fraud, Payment Disputes, Transaction Monitoring, Chargeback)

Salary: Up to 7 LPA

Shifts: Rotational shifts & week-offs

Work Mode: Work from Office

About the Role:

We are seeking a dynamic and experienced Team Leader to manage and lead a team in a fast-paced and customer-centric Voice/Chat Banking & Fintech process. The ideal candidate will have hands-on experience in leading international teams within the Fintech domain, especially in processes such as AML, KYC, Fraud Prevention, Payments, Disputes, Transaction Monitoring, and Chargeback. This role requires excellent leadership and communication skills, alongside the ability to handle complex processes and mentor team members to achieve performance goals.

Key Responsibilities:
• Team Management: Lead a team of customer service representatives, ensuring adherence to operational standards and KPIs. Foster a positive work culture that motivates team members.
• Process Ownership: Oversee voice/chat banking and fintech operations such as AML, KYC, Fraud, Payments, Disputes, Transaction Monitoring, Chargeback, ensuring compliance and operational excellence.
• Training & Development: Conduct regular training sessions and skill-enhancement activities for the team, including onboarding new hires.
• Performance Monitoring: Track individual and team performance metrics, identify areas for improvement, and implement corrective actions where necessary.
• Quality Assurance: Monitor calls and chat interactions for quality, ensuring adherence to company standards and improving customer satisfaction.
• Reporting & Analysis: Provide timely reports on team performance, including issues encountered and escalations, to senior management. Analyze performance trends and take proactive measures.
• Escalation Handling: Address and resolve escalated customer queries or complaints, ensuring swift and satisfactory solutions.
• Collaboration: Work closely with cross-functional teams (e.g., HR, training, operations) to ensure the smooth running of processes.

Requirements:
• Experience:
• Must have international Fintech experience (at least 2-3 years) in a Team Leader.
• Hands-on experience in Voice/Non-Voice/Balanced operations in the Fintech industry, specifically in AML, KYC, Fraud, Payment Disputes, Transaction Monitoring, Chargeback.

Skills:
• Strong leadership and team management skills.
• Exceptional verbal and written communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Excellent problem-solving skills with a customer-first attitude.
• Understanding of industry regulations and compliance standards related to financial services and customer security.

Shift Flexibility: Comfortable working in rotational shifts and adhering to a week-off rotation.

Why Join Us?
• Competitive Salary: Earn up to 7 LPA with performance bonuses and incentives.
• Work Environment: A collaborative, inclusive, and supportive team-oriented work culture.
• Growth Opportunities: Learn, grow, and expand your career within a leading fintech company.
• Work-Life Balance: Rotational shifts and week-offs to ensure a good balance between work and personal life.