Branch Network Team Leader - Customer Service Operations

About Tata Communications

Tata Communications is at the forefront of connectivity, driving innovation and intelligence through Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. The company aims to shape a new communication paradigm powered by cutting-edge technology.

Role Overview

We are looking for an energetic and results-oriented Branch Network Team Leader to supervise network operations across branches, promote business growth, and ensure high standards of customer service. This position demands experience in branch operations, team leadership, sales monitoring, and stakeholder engagement to effectively manage multiple branch-related activities.

Key Responsibilities

• Oversee daily branch operations ensuring seamless workflow and adherence to company policies and regulatory requirements.
• Identify and resolve operational challenges impacting branch performance and maintain metrics on productivity, service quality, and efficiency.
• Lead, inspire, and guide branch personnel to meet business goals while conducting performance reviews, coaching, and team meetings.
• Assist in recruitment, onboarding, and training processes, building a culture focused on accountability, cooperation, and customer satisfaction.
• Drive branch sales targets and key performance indicators by supporting customer acquisition, retention, and cross-selling efforts along with executing sales campaigns.
• Manage escalated customer complaints promptly and implement feedback-driven service improvements across branches.
• Prepare detailed branch performance reports, analyze operational data and market trends to propose strategies enhancing productivity and profitability.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Commerce, Management, Finance, or related disciplines.
• 2 to 6 years of relevant experience in branch operations, retail banking, financial services, sales operations, or network management.
• Previous leadership or supervisory experience is advantageous.

Essential Skills

• Effective leadership and team management capabilities.
• Strong verbal and written communication and interpersonal skills.
• Analytical thinking and adept problem-solving aptitude.
• Comprehensive knowledge of branch operational procedures and compliance standards.
• Proficiency with MS Excel, PowerPoint, and reporting software.
• Ability to multitask and meet deadlines effectively.
• Dedicated to delivering superior customer service experiences.

Preferred Background

• Experience working in banking, fintech, NBFC, telecommunications, retail, or distribution sectors.
• Familiarity with performance management systems and monitoring branch KPIs.
• Knowledge of customer relationship management (CRM) and operational management platforms.

Performance Metrics

• Achievement of branch sales goals.
• Customer satisfaction and feedback scores.
• Compliance adherence and audit outcomes.
• Efficiency and engagement levels of branch teams.
• Metrics for customer acquisition and retention.
• Response time in addressing escalated customer issues.