Operations Team Lead

Essential Job Functions:

• Proactively monitor the operations reports such as the Corporate Performance & KPI performance and Client KPI;
• Support on implementation and ensure compliance to Standard Operating Procedures for the client. Also coordinate and manage SOP revisions and send updates to origins;
• Assist local teams when needed in providing operational knowledge customer service and support on technical capabilities;
• Ensure that current and new business is set up and maintained in the most operationally efficient and productive manner;
• Have a fundamental understanding of operational systems including TMF and C2C;
• Build and maintaining strong relationships with service providers and customers;
• Support the service provider program within the department ensuring consistent and high-level operational quality to our customers;

• Provide feedback to clients and team at agreed intervals focusing on areas of possible improvements with corrective action plans where needed.

• Responsible for client communications and conflict resolution. Ensure that client issues are dealt with in an efficient manner informing the Account Manager of any problems that may arise;
• Be available to call and attend customers urgencies when needed after regular working hours or during the weekend;

• Ensure that productivity and profitability goals for the department;

• Make sure the billing process is completed and on time;

• Ensure company credit procedures are followed and utilized effectively;
• Active work with the team to act the finance exceptions reports FNI DNI and accrual locking;

• Take an active role in the transition of new business/updates to existing business;

• Maintained a good relationship with the customer at all levels (agents managers and decision makers);
• Responsible for identifying and defining realistic service needs and measurements;
• Responsible for maintaining the agreed-upon scope of services;
• Responsible for advising the clients of new system enhancements technology and other value-added services to clients scope;

Keep team working towards business. Show them a career not just a job;

• Ensure and assist supervisors and key staff with goal setting and monitoring.
• Review department goals and business plan periodically with staff to ensure by-in and accountability.
• Be responsible for keeping the team trained and prepared.
• Support the manager & supervisor to conduct staff appraisals by giving constructive feedback with a minimum of twice a year per employee.

Other Skills/Abilities:

• Quality Management looks for ways to improve quality;
• Leadership exhibits confidence in self and others;
• Innovation meets challenges with resourcefulness;
• Dependability follows instructions responds to management direction;
• Motivated goal oriented;
• Excellent written and oral communication skills;
• Technical competence (excel word power point etc.).

Education And Experience

• High school diploma or GED;
• 4 or more years industry related experience;
• 4 years as analyst experience.