Team Leader - Channel Support - B2B - Kolkata

Team Leader Channel Support | B2B

Location - Kolkata

Key Responsibilities

• Lead and manage the B2B Channel Support team handling day-to-day operational requirements of channel partners.
• Oversee account opening, account modifications, DRF settlement, banking, issue resolution, and escalations through calls and emails.
• Act as the senior point of contact for channel partners and ensure timely resolution of critical and escalated issues.
• Allocate tasks, monitor team productivity, and ensure adherence to defined TATs and service standards.
• Coordinate with internal teams such as Operations, Compliance, Banking, Technology, and other stakeholders for smooth resolution of partner queries.
• Track and analyze team and channel performance metrics, identify recurring issues, and implement process improvements.
• Conduct regular reviews with the team and provide coaching, guidance, and performance feedback.
• Prepare and monitor MIS reports related to channel support, pending cases, escalations, and TAT adherence.
• Ensure effective communication with channel partners regarding process updates, policy changes, and operational requirements.
• Drive continuous improvement in service quality and ensure a high level of channel partner satisfaction.
• Handle critical escalations independently and ensure proper closure within agreed timelines.

• Key Skills & Experience
• Experience in B2B Channel Support / Operations / Partner Support, preferably within stock broking or BFSI.
• Prior experience in team handling and people management.
• Strong knowledge of account opening, modifications, banking, settlement, and operational processes.
• Excellent communication, problem-solving, and escalation-management skills.
• Strong analytical and MS Excel/MIS skills.
• Ability to manage multiple priorities and work effectively with cross-functional teams.