Teamlead

Roles & Responsibility :

• Ensure daily processing and delivery of teams SLAs / KPIs
• Monitoring and managing customer-specific SLA / KPI's with the aid of visual management and periodic or ad hoc reports
• Ensure timely and accurate management of customer-specific compliance portal platforms
• Ensure timely recommendation / quote submission and conversion to order.
• Ensure timely order processing through to delivery.
• Ensure daily processing and review of disputes to ensure timely resolution to aid cash flow and complete RRCA as necessary to avoid repeat occurrences.
• Proactive portfolio management – ensuring timely contract additions and terminations, with periodic reviews against customers' portfolio data.
• Ensure teams' processes and procedures are always documented and are current.
• Induction, training, monitoring, and development of new joiners.
• Training and development of existing team.
• Regular 1 : 1 meetings and performance connection meetings with team members to review performance against key metrics, training needs, performance improvement plans where required, employee well-being, and career development.
• Manage first-level escalations from the business.
• Continuously identify opportunities for improvement in the key processes in the team.

Skills Required

Training Development, Portfolio Management, Documentation, Sla