Team Leader

Wipro

About the Role

• Loan Servicing experience is a must.
• Collections experience is good to have.
• Leadership experience in Team management.
• Experience of working within a regulated, banking or financial services environment is desirable with expertise in Motor/Asset Finance/Lending.

Key Responsibilities

• Lead, manage, and support a team of non‑voice back‑office executives.
• Ensure daily productivity, SLA adherence, and balanced queue management.
• Act as the first line of supervision and control for all work completed by the team.
• Ensure strict adherence to SOPs, regulatory requirements, and internal controls.
• Identify quality defects, conduct root cause analysis (RCA), and drive corrective actions.
• Conduct daily huddles, one‑to‑ones, and performance reviews.
• Liaise with UK onshore teams, SMEs, QA, and Operations Managers.
• Identify process inefficiencies, risks, or bottlenecks and propose improvements.
• Team mentoring and coaching individual associates who may fall below desired performance.
• Handle first level escalations on process issues that cannot be resolved by agents.
• Monitor random cases to improve quality, minimizing errors and track operative performance.
• Maintain a strong knowledge of products and services for customers that we are servicing.

Requirements & Tech Stack

• Leadership experience in Team management.
• Ability to manage and drive SLA performance of a team of 10–15 back‑office associates.
• Compliance knowledge.
• Strong communication skills.
• Managing SLA / TAT adherence.

Qualifications

• Excellent verbal and written communication.
• Ability to identify risk breaches, audit gaps, and control failures.