Team leader-1

Description

Has responsibility and accountability for the team's performance against
KPIs,including Customer Experience delivery and the quality of the
process. Executes/improves and coaches the individual staff members.
Engages customers/stakeholders in the creation of value. Contributes to
continuous improvement of processes within the scope of responsibility.
Assists customers with their issues, keeping close communication with
co-workers locally in order to ensure prompt exception handling.
Delivers customer experience as outlined by HQ Centre Customer Service. ROLE AND RESPONSIBILITIES

• Business Performance – contribute to business performance by the way of ensuring contribution margin across customers are profitable/positive. Ensure the process has strong controls so there is no revenue leakage
• Lead a team of Job Level 2s
• Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate
• Ensure compliance to Performance Management Framework. Track and monitor other KPI's related to the process
• Allocate resources within team for an effective workload balance and to optimize resources
• Focus on people engagement by motivating and coaching highly energized team to deliver organizational outcomes with an owner’s mindset
• Ensure Standard Operating Procedures (SOP) and SLA's are maintained for all processes handled
• Set clear objectives and guide sub-team to achieve targets and performance standards
• Have an Agile and Continuous Improvement mind-set; identify improvement in day to day process
• Eliminate waste; provide suggestions for automating processes to facilitate efficiency improvements

• Implement Cost Saving \ Value Addition Projects • Conduct periodical reviews of clusters, customers

• Identify & implement areas of service delivery improvement; give recommendations to responsible parties to ensure qualitative improvement in the service delivery
• Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement
• Stakeholder communication- Regularly participate and take necessary call \ discussions with Business Partners
• Timely & professional interaction with Business Partners \ Stakeholders
• Work in Remote / split / virtual Teams environment
• Communicate & Co-ordination with other teams within GSC

• Ensure that all major risks are identified, documented and appropriately dealt with • Actively participate in relevant business contingency testing. Support other GSC’s during contingency procedures

• Strict adherence to APM-M Group culture, values and reputation and ensure compliance with APM-M Group and CB policies.

IDEAL CANDIDATE SHOULD

• Be graduate or postgraduate
• Have 5 years of leadership experience in leading at least 15-25 people
• Exhibit basic knowledge of end to end shipping cycle
• Have a minimum of 5 years’ experience in shipping operations, customer service, logistics and supply chain
• Have Excellent verbal and written communication and presentation skills
• Be experienced on working in a global business environment, including cultural aspects
• Be highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
• Possess the capacity to handle change, stay open to different ideas and support for positive change
• Be experienced in worked in Agile environments

• Be flexible to work in varying EUR shifts timings, back up supervision • Have experience of onboarding of new customers / Business (Preferable)

• Possess capability to design & provide data enabling analysis to OTCX manager and other working stakeholders
• Own the quality output of the teams.
• Have strong process and people leadership skills
• Exhibit the flair for and interest in processes and systems

• Be a proactive leader with compliance and customer service mindset • Undertake large scale improvement (standardization and process capability) implementation experience