**Team Lead/Team Manager****Qualification**:Any Graduate exclusion BE/BTech/MCAFor CPU/nBachelors degree or equivalent experience should have completed at least 2 yearsTelstra/nBachelors degree or equivalent experience Fresher or less than 6 months relevent experience ** Responsibility**:Business /Customer Provide updates and submit reports related to own area of work Interact with customers internal /external to meet process deliverables /n Manage and resolve 1st level and 2nd level escalation calls and issues raised by customers For Voice processes Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the client in a manner that is understandable by the end user/ customer/nConnect with the customer & provide highest level of customer satisfaction Support the Team Leader on Day to Day operations SLA and Floor Operations management/nSupport the PEs & SPEs to enhance the knowledge level on the process/nMaintain and update SoPs Client interaction on a daily/weekly basis and with asset specialists on a monthly basis/nProject/Process Achieve process SLAs/metrics productivity and quality targets within the established timelines/nEnsure process guidelines are followed and met as documented/nRaise work orders to the appropriate issues identified and assign them to the technicians for rectification Quality check on the work orders raised by level 1 support teamWork on low priority work orders received through e forms Acts as a queue manager to ensure service levels are met/nAssign routine tasks to the team/n Raise process related issues on time with process lead and team lead/n Resolve process related queries and expedite on data requests/nAdhere to shift handover process & prepare & share daily shift reports/nPerform root cause analysis on the errors made by the team members Follow up on critical tasks like power outages and ensure closure with TAT/nIdentify gaps in process compliance/nConduct audits to drive process compliance/nDrive and participate in Operations reviews within the project /process/nInitiate and deliver on process improvement opportunities to improve process efficiencies/nAudit the Stock keeping units that are pushed to Web in the preview environment and ensure correction of mistakes/nTake responsibility to provide information accurately and also research and revert on information related to tracking of orders shipping rates issues delivery issues liaison with the delivery partners on specific orders that needs clarifications/nRecord data relating to production statistics end user related notes etcas appropriate/nAnswer calls from customer/end user based on agreed time frames/nTransfer calls involving next level of service to the appropriate department as per the given guidelines/nHandling emergency line calls/nMake outbound calls to asset specialists for approval of upgrades required for completion of the assigned services/nIdentify internal errors on transactions made by call takers and revert to associates on process corrections as applicable/nFollow EWS Early warning system and escalate matrix/nIn the absence of the PL and TL perform the following tasks when assigned/niHandle escalation calls/niiManage service levels on a day to day basis/niiiCommunicate and manage transport delays/nivManage break schedule for the teamFor CPU/n Adhere to daily schedule by being available to take inbound calls as scheduled/nAnswer inbound calls from shareholders and prospective shareholders Promptly respond to clients telephone inquiries and ensure that their needs are met with accuracy and professionalism/nEnsure account verification procedures are followed /nAdhere to CPU call handling requirements while interacting with customers/nRespond to specific account and procedural information requests including balances closing prices portfolio performance and quotes/nListen actively and probe to determine client needs/nActively resolve client issues/nMaintain shareholder accounts on the appropriate systems/nEscalate issues when necessary/nKeep management team informed of client feedback/nMake outbound follow up calls to shareholders in response to issues which cannot be resolved point of call/nMaintain an understanding of the systems required to initiate shareholder transaction and maintenance requests /nRemain up to date regarding Stock Transfer products services and systems/nMaintain working knowledge of client products that CPU supports/nMaintain working knowledge of CPU policies and procedures/nComplete extensive ongoing training to maintain competency in financial markets and instruments/nPeople/nAlign individual goals with team objectives work cohesively with the team/nRecord attendance and time sheet related data/nDeliver process training to the new hires/nContribute to and participate proactively in knowledge sharing sessions/nConduct peer reviews and refresher training /nCollate team performance data for reporting purpose
