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Retail Incentives Team Leader


The primary objective of the Team Leader is to meet and exceed set targets through managing operational performance, attendance, and quality of services delivered by each Team Member within his/her team.



· Coordinate the assigned Team Members’ day-to-day operation while maintain high levels of functional expertise with respect to Customer’s processes

· Meet Key Performance Indicators, such as Productivity, Quality and Turnaround Time related metrics, as well as other requirements and goals as defined by the Direct Line Manager through the goal setting process according to TCS’s Performance Management System

· Be an SME of the process under his / her span

· Acts as PI agent, identifies opportunities for improvement and drives implementation of tangible opportunities

· Prioritize the workload according to requests from internal and external stakeholders

· Manage optimal utilization of the Team (work allocation, controlling leaves, holiday planning)

· Sets and executes mitigation plans effectively for ensuring slippage free delivery in the team

· Interface with Project Leader and Delivery Manager to address escalated concerns from the team as required

· Proactively escalate significant delivery issues as appropriate to Delivery Manager

· Foster and maintain good business relationship with the Customer

· Participate to floor-walks for the customers and ensures team activities and achievements are well presented

· Provides on time operational report for regular client reviews

· Participate in Recruitment Activities, conduct Technical Interviews as per the governing Recruitment Policies

Leadership responsibilities

· Host regular Team meeting and individual one to one and feedback sessions

· Consciously coach, plan, document and manage associates track record

· Ensure pro-active performance management

§ Ensure that associates understand the organizational goals and the unit strategy

§ Set reasonable, challenging and clear performance goals for direct reports, communicate expectations clearly, monitor performance and provide appropriate and regular feedback

· Communicate on daily basis and motivate the team ensuring retention management (included individually initiated engagement activities on periodic bases – such as team buildings, team lunches etc)

· Identify critical resources and create succession plan

· GNDM Manager, able to work and think in GNDM model

· Ensure the Project Team is properly trained to perform the activities defined, building stand in matrix for all activities in scope

· Ensure Project Team’s smooth operation through close collaboration with the Support Groups

· Ensure all Deployment HR initiatives are communicated and implemented

· Ensure full participation in team activities such as Town Halls and Trainings

Quality/Process integrity

· Perform spot-check QA activity on the assigned Team Members’ output delivered

· Ensure that all incoming task are completed appropriately according to internal and external Service Level Agreements and Schedules

· Evaluates process change feasibility & where required, articulates need / benefits to the customer and drives the improvement process

· Ensure Quality process is followed as per iQMS

· Responsible for security (Data, People, Information) for the team

· Focus on Continuous improvement, drive process improvement initiatives and manage implementations

Additional tasks

· Perform regular or adhoc reporting activities as defined by Superiors

· Other tasks that are related to the position and are assigned by the Project Manager



· Studies related to the BPS Unit’s profile

· Fluent English language knowledge

· Good knowledge of Windows OS, Microsoft Office applications

· Minimum of 4 years of experience in BPS or equivalent industry

· Minimum of 1- 2 years with team lead experience


Lazar Ivanovic +36 1 886 8158


Lazar Ivanovic +36 1 886 8158