Team Lead, Customer Solution Desk

POSITION SUMMARY:

The Team Leader, Customer Solutions Desk, is responsible for leading the daily operations of a multi-skilled customer solutions team, ensuring the delivery of high-quality, timely, and customer-centric outcomes. This role oversees workload management, performance coaching, escalation resolution, and operational execution across diverse skill sets. The Team Leader drives accountability for productivity, quality, turnaround times, and customer experience while building team capability through structured coaching, development, and continuous improvement initiatives. The role also partners cross-functionally to address process gaps, leverage data-driven insights to enhance performance, and champion automation, Lean practices, and AI-enabled solutions to improve operational efficiency and customer outcomes.

JOB FUNCTION AND RESPONSIBILITIES:

• Lead daily operations of a multi-skilled customer solutions team - intake, prioritization, allocation, follow-up and closure.
• Manage individual performance against productivity, quality, TAT, aging, schedule adherence and documentation KPIs.
• Oversee complaint and escalation handling to ensure accurate, first-time resolution and prevent repeat escalations.
• Build team capability through structured coaching, skill matrices and individual development plans.
• Partner cross-functionally to review trend complaints and fix upstream process drivers.
• Champion Lean, automation, analytics and AI-enabled solutions to improve efficiency and customer outcomes.
• Escalate capacity, staffing and system constraints early, supported by data and facts.
• Bachelor's degree or equivalent with 10+ years of work experience
• Lean Six Sigma Yellow Belt trained or certified.
• Strong coaching skills and have mentored to improve team performances
• Experience handling complaints and escalations with accurate, on-time resolution.
• Experience leading remote teams and reallocating workload during volume spikes.
• Strong data literacy for root-cause identification.

QUALIFICATION:

• Bachelor's degree or equivalent with 10+ years of work experience
• Lean Six Sigma Yellow Belt trained or certified.
• Strong coaching skills and have mentored to improve team performances
• Experience handling complaints and escalations with accurate, on-time resolution.
• Experience leading remote teams and reallocating workload during volume spikes.
• Strong data literacy for root-cause identification
• Lean Six Sigma Green or Black Belt with a hands-on improvement project.
• AI literacy Copilot, automation and analytics, with responsible-use practices.
• Cross-functional experience resolving upstream process drivers.
• Background in mortgage servicing, financial services or a regulated environment.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

• India Mid Shift