Team Leader

Job Description

The Team Lead is a full-time leadership role responsible for overseeing day-to-day operational activities, providing coaching and technical support to associates, and ensuring adherence to departmental processes, policies, and procedures. The role requires strong decision-making skills, independent judgment, and the ability to identify opportunities for process improvement. The Team Lead plays a key role in driving operational excellence, developing team capabilities, and supporting the achievement of business and financial objectives while ensuring compliance with organizational and local regulatory requirements.

Key ResponsibilitiesTeam Leadership People Development

• Serve as the primary liaison between Associates and Supervisors, ensuring effective communication and collaboration.
• Delegate and assign work to associates based on business priorities and workload requirements.
• Provide ongoing coaching, mentoring, and performance support to maintain and improve service levels.
• Identify training needs and create development plans to support continuous employee growth.
• Deliver regular feedback and guidance to enhance individual and team performance.
• Address individual and team performance concerns in accordance with company policies and procedures.
• Foster a positive, collaborative, and high-performing team environment.

Operational Excellence

• Support associates in resolving complex work-related issues and customer inquiries.
• Take ownership of associate concerns and ensure timely resolution to achieve internal and external customer satisfaction.
• Prioritize workflows and manage departmental activities to meet service commitments and deadlines.
• Monitor operational performance and communicate critical issues requiring escalation to management.
• Review operational processes and implement improvements to enhance efficiency, accuracy, productivity, and cost effectiveness.
• Ensure compliance with departmental procedures, internal controls, and company policies.

Quality Compliance

• Review status reports, quality metrics, and operational controls to ensure adherence to established standards.
• Conduct audits, identify process exceptions, implement corrective actions, and track compliance requirements.
• Maintain audit schedules and support internal control initiatives.
• Monitor process performance and recommend improvements to strengthen operational effectiveness and compliance.

Knowledge Management

• Stay current with service offerings, process updates, system enhancements, and organizational changes through formal and informal training.
• Share knowledge and best practices across the team to improve overall performance and consistency.

Required Skills Competencies

• Excellent verbal and written communication skills with the ability to engage effectively with internal and external stakeholders.
• Strong leadership and team-building capabilities that encourage collaboration and accountability.
• Ability to work independently, exercise sound judgment, and make informed decisions with minimal supervision.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Adaptability and willingness to embrace change and take on additional responsibilities as business needs evolve.
• Strong influencing and persuasion skills.
• Self-motivated, proactive, and results-oriented.

Qualifications Experience

• Graduate or Postgraduate degree in any discipline; Finance Accounting background preferred.
• Mandatory experience and knowledge of Billing processes.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Demonstrated experience in team leadership, coaching, and performance management is preferred.

Employee Type: Permanent