Senior Team Leader, Operations

Overview

The Senior Team Leader (STL) will play a pivotal role in managing day-to-day operations and ensuring that team performance aligns with business objectives and service level agreements (SLAs). Acting as a critical link between management and frontline team members, the STL will provide strategic direction, hands-on mentoring, and continuous support to drive high-quality outcomes. Their leadership will foster accountability, collaboration, and a culture of continuous improvement within the team.

Key Accountabilities and main responsibilities

Strategic Focus

• Optimize resource allocation across processes and projects to maximize efficiency and impact.
• Take ownership of back-office operations, ensuring seamless execution and continuous improvement.
• Cultivate a team culture focused on understanding and meeting customer needs.
• Assist manager in achieving targets including headcount and all variable operating costs within agreed budget for team.
• Take leadership role in independently managing back-office operations
• Establish self as a valued partner and work closely to achieve goals defined
• Help knowledge management endeavour by sharing process knowledge and best practices within the teams
• Lead various quality initiatives across processes managed.
• Responsible for Business continuity, transformation, and various audits.
• Taking initiatives in driving department level activities by working with HR/ L&D and other support function and shouldering responsibility of the manager.

Operational Management

• Proactively assist the team in identifying and eliminating roadblocks by collaborating with global and technology teams.
• Hold sessions with the team to communicate any changes, issues, procedures changes
• Assist other teams across the business as required.
• Conducting investigations on counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty.
• Conducting risk assessments and applying risk categories to new counterparties.
• Ensure timely update of KOP and sign off completed.
• Ensure the team achieves agreed KPI & SLA.
• Oversee and contribute to activities and develop a plan to accomplish them.
• Distribute information to team members and stakeholders.
• Keep track of various tasks, employees, and documents.
• Prepare the monthly performance review deck for the department and present the same.
• Manage escalations and seek to resolve them to the satisfaction of the customer and client.

People Leadership

• Handle a team of 10-15 team members responsible for managing Superannuation Administration.
• Encourage an environment of transparency and need based information sharing within the team, by implementing regular team meetings and communication processes.
• Provide clear direction and set measurable goals for the team, ensuring alignment with business priorities.
• Manage the performance of team members by coaching, providing regular & constructive feedback on performance, and completing performance management processes within agreed timeframes.
• Understand risks and apply this knowledge to risk metrics. Maintain Effective backup for the team members to achieve deliverables.

Governance & Risk

• Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity.
• Timely review existing processes and Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements.
• The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

Experience

• 5+ Years in Operations role with Minimum 2 years in a people management.
• Strong background in managing daily operations with a focus on meeting SLAs, quality, and productivity targets.
• In-depth knowledge of the Australian Superannuation industry and team’s functional processes, with the ability to identify improvement opportunities.
• Experience in coordinating with internal and external stakeholders, managing escalations, and providing updates.
• Proven experience in leading teams, including task allocation, performance tracking, and coaching.
• Experience in guiding new joiners, conducting process trainings, and identifying development needs.
• Have worked on continuous improvement projects in previous experience and should be able to deliver the cost efficiency save to the organisation.
• Ability to analyse performance metrics, quality trends, and implement corrective actions as needed.

Personal Attributes

• Excellent interpersonal skills – ability to network and earn confidence of diverse client personnel management of MUFG India based operations team
• Ability to work under pressure, handle multiple priorities and work as part of the team
• Excellent presentation and communication skills (written and verbal)
• Leads by example, motivates the team, and takes ownership of outcomes.
• Clear, confident, and professional in both verbal and written interactions.
• Responsible and dependable, with a strong sense of commitment to team goals.
• Makes timely and sound decisions, even under pressure.
• Proactive in identifying issues and implementing effective solutions.
• Works well with diverse teams and fosters a supportive work environment.
• Focused on accuracy, compliance, and quality in task execution.