The UTRIPS is the first of its kind support initiative which is currently aligned to serving markets across regions. The primary objective of this team (Identity) is to do an investigation in the risk domain pertaining to Compliance or Fraud and make decisions. The team also works to generate insights and feedback on improving process efficiency or dollar saving.
About the Role!
The Sr. Team Lead will have to manage ~ 3-4 direct team leads who will have ~15 direct each. Sr. Lead will help them be successful by ensuring behavioural based mentor and feedback mechanisms, with a focus on customer experience. You need to ensure attendance management, performance management, attrition management and high employee happiness.
What the Candidate Will Need / Bonus Points
As a Senior Team Lead, you will be responsible for the overall management and leadership of a team. You are encouraged to:
Handle performance and get results: You will analyze, strategize, implement action items and empower your team to meet and exceed targets on quality, efficiency/productivity, customer, and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
Lead, coach, mentor, and motivate people: Coach your team, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that we constantly perform at a high level.
Build and maintain partner relationships: Interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
Drive accountability on policies, house rules, and other guidelines: Reinforce compliance to company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
Lead improvements on support logic and processes: Review, lead and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and independent driver over.
Basic Qualifications
- Excellent social skills. At least 2+ years of Team Lead experience / Experience managing leads / larger teams
- High proficiency in Google Suite and can quickly learn new software or apps
- Effective mentoring skills that encourage and drive agents to reach their goals
- 5 years total work experience in high-growth, productive, constantly-changing environments
Preferred Qualifications:
- Bachelor’s degree or equivalent education
- Experience in other customer-centric industries
- Background in Risk/Fraud, customer dedication is preferred
- Extensive experience dealing with different markets (countries) and excellent understanding of cultural difference
About Uber!
- At Uber, we ignite opportunity by setting the world in motion. We tackle big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
- We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.
- Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
- At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of re-imagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, tackling big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
- We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
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