OneMain Financial Jobs

What We Offer

• Competitive salary and cafeteria benefits, including:

• All You Can Move SportPass (discounted price)

• Medical benefits and additional perks

• Reimbursable language courses

• Opportunity to be part of a rapidly expanding organization

• Training, continuous learning, and certification opportunities

• A pleasant, inspiring, and multicultural work environment using state-of-the-art technologies

• Modern office building in an easily accessible location (10–15 minutes commute from the city center)

Profile

· Experienced Team Lead with min. 2 years of active experience

· Language Requirement : English + French or Italian or Dutch or German

· Knowledge of ServiceNow ticketing tool and reporting

· Knowledge of Amazon Connect soft phone is an advantage

· Good analytical thinking

· Communicative, precise

· Good humor is a must

Key Responsibilities

• Ensure SLA targets are consistently met

• Support team members with ticket resolution, categorization, and prioritization

• Actively manage the floor, including call handling and ticket backlog management

• Provide first-level resolutions and ensure proper ticket escalation when required

• Handle incident resolution and recovery ticket closure

• Coordinate teamwork based on daily operational priorities

• Organize team huddles and actively maintain high team motivation

• Assist the Operations Manager with:

• Documentation and Knowledge Base creation

• Training and mentoring of agents

• Act as Point of Contact (POC) for training and development-related activities

• Prepare and deliver daily, weekly, and monthly consolidated reports

• Perform metrics collection and analysis

• Identify, assess, and mitigate operational risks

• Participate in review meetings and propose continuous improvement initiatives

• Manage quality standards, including audit preparation and Operations Maturity requirements

• Actively participate in client meetings when required

• Ensure adherence to and enforcement of working processes and policies

• Monitor attendance at the beginning of each shift and report any SLA-impacting absenteeism

• Be available for occasional travel, if required

• Execute additional tasks assigned by the Team Lead, Operations Manager, or Service Delivery Manager

• Performance will be measured against SLA commitments to the customer

Cognizant is an equal opportunity 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.