Team Lead

The Team Lead role oversees daily operational workflows, ensuring all deliverables are executed in alignment with the service levels agreed upon with the Business Unit. The role continuously monitors performance and mentors Associate Support Analysts to build a high‑performing and highly engaged team.

Responsibilities

• Collaborate with Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
• Oversee day‑to‑day operations, ensuring analysts meet deliverables within the defined turnaround time (TAT) and maintain service excellence.
• Serve as the first point of contact for supervisor‑escalated issues, identifying root causes and facilitating timely resolution for end‑users.
• Provide timely and accurate reporting (daily, monthly, and ad hoc) as required by the Manager or Business Unit contacts.
• Monitor performance and mentor Associate Support Analysts t...