Act as the SME for the team and having advanced knowledge in the Business Banking Customer Support domain. Leads team in the achievement of project milestones and team goals. To oversee the day-to-day activities of a group of employees Coaches, motivates and guides team members. Utilizes best practice processes around work assignments, Project management and quality of output while maximizing overall team's performance. To improve efficiency, quality and services of ongoing projects/processes Significant portion of time still spent on performing work of the team. Regularly review the work of team members Identifies opportunities for improvement recommends possible training opportunities. Ensures team is meeting or exceeding contractual and service level obligations to customers. Collects customer's needs and translates to appropriate solutions. Interacts with customers and internal departments to resolve issues. Ensures accurate and timely processing of transactions to meet and exceed customer SLA. Adhere to all appropriate and agreed standardized processes and procedures. Acting as the Subject Matter Expert for the team Conducting & leading the training programs based on business needs. Attending team meetings and customer calls to gather feedback and updates. Assist in training junior Customer Support Representatives
