Team Leader

Management Level

G

About EQ

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success.

EQ India provides Information Technology Services, BPO, Marketing, Sales Support, People Services & Finance Shared services support to various EQ Group companies and clients of EQ. EQ India has 1300 employees- operating out of capability centres in Bangalore and Chennai.

Team Leader – Operations - Diversity hiring (Preferred Female applicants)

Department: Operations Reports to : Manager

Role

To lead a team, utilising available resource in order to deliver a quality service to customers in line with agreed standards. Oversee and support the work of other colleagues where required. Contribute to the overall planning and workflow of the department.

Business Function

EQ India Operations as a team carries out a range of activities in accordance with the predetermined procedure and service standards under appropriate guidance and direction. The scope of these activities will range across all Equiniti's business lines.

Core Duties and Responsibilities

• Organise, plan, control and monitor workflow, co-ordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards.
• Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required.
• Input in to the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences.
• Work alongside the UK operational team to ensure communication and operations are aligned.
• Recognise and analyse trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or co-ordinating support from other parties to resolves matters and minimise the risk of re-occurrences.
• Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
• Development of knowledge, competence and skills of self and team.
• Adherence to procedures, policies and Integrated Management System requirements.
• Quality of recommendations for continuous improvement.

Competencies and Experience

• Explain or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explain the reasoning behind what is being said to ensure understanding and acceptance.
• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
• Uses basic time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available.
• Plans, co-ordinates and controls the work and resources of the team.
• Impartially assess the performance of others in accordance with the process, assessing capabilities and potential.
• Give constructive feedback in order to identify individual’s development needs.
• Maintain consistency and fairness throughout the process.
• Communicate and explain change effectively.
• Plan and implement changes gaining commitment and understanding, minimising disruption to our service.
• Has a very good understanding of the Group’s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.
• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments.
• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.
• ICSA or IAQ qualification including “Compliance” module (must be achieved within 1 year of appointment).

Benefits:

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 31 days + 9 bank holidays (UK)
• Comprehensive Medical Assurance cover
• Two-way cab transport for staff working in UK & US shift
• Maternity leave of 6 months full pay, 10days paid paternity leave
• Accidental & Life cover 3 times of concerned CTC

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.