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.