Company Name: Occipital Limited t/a Covalen Team Lead The Team Lead will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialist (COSs) to achieve the above outcome, with a very strong focus on individual coaching.
The Team Lead will be an integral contributor to the team, working within and promoting the Company Values.
Key Responsibilities ·Oversee the banking operations to ensure compliance with regulatory requirements, policies, and procedures.
·Implement process improvements to enhance efficiency and reduce operational risk events.
·Collaborate with various departments, including compliance, risk management, and IT, to ensure seamless delivery of banking services.
·Identify potential risks in banking operations and develop mitigation strategies to ensure compliance and protect the bank's interests.
To directly coach and manage a team of COSs in line with company and client requirements.
To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.
To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.
To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.
To operate with honesty, integrity and transparency in all aspects of the work.
Duties To oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.
To carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities in order to ensure that agreed Service Levels are being met To ensure COSs receive all appropriate training, both initially and on an ongoing basis.
To handle queries, issues or complaints that have been escalated from the team, in line with the processes agreed with the client.
To seek out opportunities for continuous improvement.
To carry out any administrative or managerial functions in an accurate, diligent and timely manner.
To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs) To participate in internal