**Returnship Program - Team Leader for Retail Banking Operations (RE)** **Education/ Experience / Expectations** + Any graduate with a minimum 8+ years of work experience in international banking industry + General awareness of the international banking products and services + Open for Night shifts (6PM IST to 4AM IST) – No rotational or Day Shift + Location – Chennai & Hyderabad **Job Description:** · Manage day to day operations meet/exceed the customer SLAs / expectations in terms of quality, TAT & Productivity and maintain internal metrics to measure performance, Identifying and correcting problem areas + Attention to detail and should be able to act as an SME of the process and should be able to grasp new concepts from onshore SMEs and cascade them to the team and maintain repository database + Mentor team members in picking up concepts and achieve expected results + Manage the Bank's branch requests and maintain relationship and Timely completion and review daily inflow from commercial bankers, bank customers and prospects + Action and respond to Ad-hoc requests and escalations in a timely fashion + Expertise in Credit Card Onboarding, mutual funds allocation and portfolio management, Mortgage payments and retail banking + Willing to learn with limited training and have complete knowledge of Client databases/applications designed by company which are unique + Supervise associates by monitoring volumes and patterns and schedule adherence. Report daily performance metrics, maintain agent level performance database and manage individual performance metrics + Maintain a database to track all customer complaints/ process issues and causes and drive actions to minimize them + Manage administrative functions of the team: Support hiring, maintaining cleanliness in ODC and managing ad hoc requests from Admin and transport teams + Maintain and update customer account related information in client applications. + Work in Hybrid model environment + Expertise in Excel – mandate Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.