Team Lead - Customer Care

Job Summary

The role is responsible for driving team performance, coaching advisors, maintaining quality and process adherence, resolving escalations and supporting operational governance. The ideal candidate should have strong people management capability, good understanding of contact centre metrics and the ability to deliver customer-focused outcomes in a banking or financial services environment

Key Responsibilities

Frontline Team Management

• Lead, motivate and coach a team of customer service advisors to deliver business objectives and high-quality customer interactions.
• Conduct daily huddles, performance check-ins, coaching conversations and team engagement activities.
• Manage attendance, schedule adherence, productivity, break compliance and operational discipline for assigned advisors.
• Create a positive, accountable and customer-focused team environment.

Performance Management

• Monitor advisor-level KPIs including service delivery, productivity, quality, customer experience, adherence and escalation trends.
• Identify performance gaps and implement timely coaching and action plans.
• Track improvement progress and maintain clear documentation of coaching, feedback and follow-up actions.
• Share operational updates and team performance insights with Senior Team Lead / Operations Management.

Quality and Process Adherence

• Ensure advisors follow approved processes, quality standards, compliance requirements and customer handling expectations.
• Partner with Quality and Training teams to address knowledge gaps, process misses and recurring errors.
• Support advisor readiness through refresher briefings, process updates and knowledge checks.
• Promote accurate case notes, appropriate documentation and consistent call handling standards.

Customer Escalations

• Handle customer escalations professionally and ensure timely resolution or appropriate handoff.
• Review escalation reasons, identify root causes and support preventive coaching for advisors.
• Maintain clear communication with internal stakeholders on customer-impacting issues.

Reporting and Continuous Improvement

• Prepare daily and weekly updates on team performance, risks, action plans and improvement progress.
• Use data and observations to identify process improvement opportunities.

Support operational initiatives, engagement activities and best-practice sharing within the process

Skill Requirements

• Experience in banking, financial services, mortgages, customer interaction processes.
• Ability to coach advisors on customer experience, quality, compliance, empathy, accuracy and process discipline.
• Comfortable working in a high-volume international voice process with defined productivity and quality expectations.

Other Requirements

Bachelor's degree in any discipline.

Minimum 5 years of experience in a voice process / customer service environment, including team handling or supervisory exposure for minimum of 1 year. Banking domain experience will be an added advantage.

Strong advisor coaching, communication, interpersonal, conflict resolution and team motivation skills.

Good understanding of contact centre KPIs, quality expectations, escalation handling and performance tracking.

Strong English communication skills, including speaking, reading and writing.