GBS Team Leader

The GBS team leader will work closely with leadership to translate strategic objectives into actionable plans for the team. Provide regular updates reports and insights on team performance challenges and opportunities for improvement to exceed stakeholder expectations. They will participate in leadership meetings to represent frontline perspectives and ensure operational realities are considered in the decision-making process.

Support the implementation of organizational initiatives by ensuring alignment resource readiness and clear communication within the team. As a team leader you are a trusted advisor to management by offering feedback on team morale change readiness and potential risks. Collaboration with management to define and monitor key performance indicators (KPIs) that reflect both productivity and employee well-being. This individual will assist in developing annual goals training priorities and workforce plans in alignment with departmental strategy. The team leader will work with leadership on escalated issues process bottlenecks or cross-functional dependencies that impact team performance.

and Client Management:

• Monitor service delivery metrics and ensure contractual or service level agreements (SLAs) are consistently met
• Overall process adherence to process productivity & quality management
• Ensure that documentation related to the process is up to date and process changes are implemented in a timely manner
• Continuous work on process and system improvements
• Preparing and analyzing relevant process reports
• Ensuring process adherence to internal controls/audit policies
• Cooperating with other internal departments and/or project teams to ensure process workflow fluency
• Handling and solving stakeholder issues
• Build and maintain strong client and stakeholder relationships by understanding their needs expectations and business objectives.

2. Managing Workflow:

• Organize the work of the team set priorities and delegate tasks.
• Distribute the workload and supervise the team in day-to-day operations country-wise.
• Communicate and manage deadlines
• Manage team performance
• Resolve or escalate any issues and monitor solutions.
• Evaluate team members and provide them with feedback
• adherence to company policies/regulations (HR compliance audit etc..) 

3. Communications

• Act as the primary communication bridge between management and operational teams to ensure alignment with company objectives.
• Facilitate transparent two-way communication channels to encourage feedback discussion and employee engagement.
• Create and deliver clear consistent messaging across multiple formats (email presentations intranet posts team huddles etc.)
• Organize and lead regular team meetings town halls and 1-on-1 check-ins to reinforce key messages and track performance.

4. People Management:

• Provide day-to-day leadership guidance and support to team members ensuring clarity of roles responsibilities and performance expectations.
• Build strong relationships with team members to understand individual motivations challenges and career aspirations.
• Empower employees through delegation trust and autonomy while maintaining accountability for outcomes.
• Facilitate regular 1:1s and team check-ins to track progress share updates and ensure alignment on goals.
• Design and implement onboarding plans for new hires to ensure smooth integration and early engagement.
• Recognize and celebrate achievements to reinforce motivation and a sense of belonging.
• Encourage open communication and psychological safety within the team to foster creativity and collaboration.
• Use data-driven insights (KPIs engagement surveys productivity metrics) to monitor team health and inform decision-making.
• Anticipate and address workload imbalances stress factors or interpersonal tensions before they escalate.
• Support cross-training and knowledge-sharing initiatives to build team resilience and versatility.
• Promote agile and adaptive working methods helping the team pivot effectively during times of change or uncertainty.
• Collaborate with HR to manage talent reviews succession planning and performance improvement plans as needed.
• Uphold ethical leadership standards promoting fairness transparency and respect at all levels.
• Be a visible and accessible leader who leads by example and creates a positive inclusive and productive work environment.
• Stay informed on leadership best practices and continuously seek feedback to improve management effectiveness.

Day-to-Day Activities: 50% leadership & 50% conducting key GBS tasks such as admin review certificate issuance and invoicing. The percentage of time may shift based on business needs.

Qualifications :

• Bachelors degree.
• Demonstrated experience managing change and driving team productivity.
• Strong interpersonal and communication skills (written and verbal).
• Ability to work in fast-paced evolving environments.
• Proficient in MS Office Suite; familiarity with project management tools is a plus.
• Experience in leading a team of employees is beneficial
• Bilingual (English/Spanish) is recommended but not mandatory

Informacin adicional :

Horario: Lunes a viernes

Modalidad: Presencial

Remote Work :

No

Employment Type :

Full-time