Exceptions (Audit) BPO Team Lead

Responsibilities

The Exceptions (Audit) BPO Team Lead is responsible for guiding, aligning, and holding accountable our BPO partner teams and their leadership. In this role, you will serve as the primary subject matter expert and escalation point, directly influencing quality standards and process efficiency. Working closely with the Senior Team Lead, you will proactively identify operational gaps, drive process improvements, and maintain clear communications across all Exception operations.

Key Responsibilities

• Oversee daily workload allocation, monitor BPO output quality, and resolve complex process escalations.

• Partner directly with BPO leaders to enforce accountability, provide actionable feedback, and drive performance improvements.

• Analyze workflows to identify inefficiencies, pinpoint root causes, and implement standardized solutions.

• Conduct regular team meetings, error calibration calls, deliver constructive coaching, and foster a collaborative team environment.

• Deliver clear, data-backed reports on team performance, operational risks, and quality metrics to internal leadership.

• Note: Duties and responsibilities may change or adapt based on business needs.

• Minimum 6 months of tenure within the company preferred.

• Prior experience with data ingestion or exceptions handling preferred. 

• Proven track record of assertive, direct, and professional stakeholder communication.

• Strong ability to build approachable, trusted relationships with cross-functional teams and offshore leadership.

• Exceptional verbal and written communication skills.

• Experience identifying workflow bottlenecks, performing root-cause analysis, and implementing process improvements.

• High attention to detail with a strong track record of accuracy in fast-paced operational environments.

• Excellent time management skills with a demonstrated ability to prioritize competing tasks.

• Ability to demonstrate strong initiative, self-direction, and proactive problem-solving without direct supervision.

• Flexibility to adapt to rapidly changing business needs, shifting assignments, and evolving operational processes.

• Basic familiarity with performance metrics, error tracking, and operational reporting tools.