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.