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Team Leader

Team Leader

A global HR Service company with over 50 years of experience in the HR, Payroll and Workforce Management is looking to hire a Team Leader to lead and manage team members to achieve the delivery of service excellence.  This will include setting and measurement of individual and team objectives, identification of skills needs and the organization or provision of appropriate training to enable team members to make the required contribution to business objectives.

Duties and Responsibilities

Key Accountabilities

  • Establish and maintain project management
  • Drive customer satisfaction by providing high quality of service
  • Coach and mentor team members
  • Proactively highlight risks and provides with a set of plans and options
  • Manage SLAs
  • Root cause analysis of defects and issues
  • Ensure that complaints are proactively managed to a resolution
  • Establish metrics to drive continuous improvement of work areas
  • Seek and respond to development feedback

Supervisory Responsibilities

  • Ensure proper qualification and certification of team members in their roles
  • Assist team members towards their Personal Development Plans
  • Actively promote and share the key company strategies and messages from the Senior Leadership Team
  • Manage team activities to ensure provision of a profitable, quality service and retention of the customer base
  • Establish and maintain a quality culture within the team, ensuring that documented processes and procedures are understood and followed.
  • Deputize as and when necessary for the Service Delivery Manager – (operations and delegation)
  • Monitor and control team’s expenditure and revenue generation towards achievement of Operational Businesses financial targets
  • Establish and maintain effective internal and external communication channels to ensure availability and dissemination of relevant information
  • Compile and deliver team performance statistics as required by Service Delivery Manager
  • Work independently with functional & business requirements and follow principles of project
  • Manage quality guidelines when designing and implementing a solution
  • Approve and monitor leave requests for team members

Domain Competencies

  • Understanding of client needs, Support Functions, internal control processes and Coordination
  • Be fully aware of Cost effectiveness, Cost control and timed Service Delivery
  • Have a good comprehension of Market practise, client-side legal and statutory requirements, risk and Client Quality Expectations
  • Ability to train peers and juniors
  • Reporting (internal & External) Clients

Behaviour Competencies

  • Results Orientation & Capacity to adapt to Change 
  • Sense of Initiative and pro-activeness
  • Organizational Awareness and Assertiveness
  • Networking & Relationships 
  • Teamwork & Cooperation 
  • Systems Orientation / Attention to detail

Technical Competencies

  • Demonstrable written and verbal communication skills using a variety of media dependent on the situation 
  • Fluency in English (oral and written)
  • Administrative & Delegation Skills
  • Time, Self-Management & Customer Complaint Managements Skills
  • Analytical & Decision-making Skills
  • Recruitment Interviewing, Training, Coaching & Mentoring Skills
  • Proven knowledge of process methodology and ability to develop and improve process
  • Comfortable with software development concepts and lifecycles

Qualifications and Experience

  • Degree holder in IT, Management, Business or any other related field
  • At least 4 years of experience in managing a team
  • Computer literate. (Word, Excel, PowerPoint, Outlook, Internet Explorer)
  • Preferable experience in IT / Tech