Headline

Team Leader||Operations

About

As an MBA in Finance, I bring a strategic mindset to operational leadership. I've successfully overseen North American Stock Transfer Agency operations, guiding a team to consistently surpass performance benchmarks in quality and efficiency. My approach involves translating data into actionable plans, proactively managing demand, and expertly resolving escalated inquiries. I'm dedicated to cultivating talent through performance reviews, targeted training, and innovative engagement initiatives that boost morale and drive excellence. My goal is to leverage financial acumen and operational expertise to achieve organizational objectives.

Location

Ghaziabad

Work experience

Operations Team Lead at iEnergizer, Apr 2024 - Present · 2 yrs 3 mos, Noida, Uttar Pradesh, India, *Spearhead stock transfer agency operations for the North American region, overseeing a team of 20 individuals. Responsible for timely and accurate responses to shareholder and internal stakeholder inquiries via various communication channels. *Drive key performance indicators (KPIs) across the team, including Quality, Productivity, and Attendance, consistently exceeding defined targets by proactively managing demand queues. *Manage daily operations, conducting regular briefings and team meetings to share critical information, policy updates, and procedural changes. * Lead weekly discussions on team stacks/scorecards, translating data into actionable plans to drive continuous improvement and achieve quantitative targets. * Expertly manage escalations and resolve complex queries from team members, ensuring smooth operations and high team morale. * Conduct comprehensive reviews of agent performance, identifying areas for development and organizing targeted training sessions to elevate individual and team capabilities. * Skillfully handle escalated client calls and interactions. Conduct focused meetings with agents to understand and address their challenges and growth opportunities. * Champion team member development by enhancing their confidence, product knowledge, and communication skills through targeted initiatives. * Designed and implemented a multifaceted rewards system that significantly boosted team engagement and motivation, fostering a culture of excellence and high performance.

Fast Track Team Lead at iEnergizer, Apr 2023 - Mar 2024 · 1 yr, On-site

Executive at iEnergizer, Dec 2019 - Mar 2023 · 3 yrs 4 mos, Noida, Uttar Pradesh, India