Team Lead – E-Commerce Operations

  • Negotiable
  • Full Time
  • Anywhere
  • Posted 4 weeks ago

Job Title: 


The Team Lead will represent the team in communications with the client and provide all levels of support as necessary. The TL is the main point of contact for the client and acts as the single point for escalation on urgent issues. Responsible for team’s performance against SLA, quality of service, people engagement, all aspects of the business process and will liaise closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement.

Responsibilities of the Role:

• Working within teams to execute project deliverables
• Ability to demonstrate credibility to work alongside/with client SME’s and team leaders
• Manage team performance to meet client SLA’s and KPI’s, including metric reporting on team performance
• Performance management: career counselling, coaching, performance development, 1:1’s, mentoring
• Support team to achieve results with the highest possible standard of quality and delivery
• Promote culture of continuous improvement across the teams in the global delivery network
• Continuous improvement strategies and ideas, including new process incubation and induction
• Drive and manage global initiatives
• Allocation and distribution of tasks across languages and processes
• Working closely with our clients internal teams to identify and implement best practice opportunities
• Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
• Ensure all reports are delivered accurately and timely in accordance with the statement of work
• Escalation and support management
• Flexibility around working hours and some international travel may be required
• Communicate and celebrate success and achievements

Experience Required:

Basic Qualifications:
• 1 year of team management experience in a Business Process Operations environment
• 1 year of reporting experience

Preferred Qualifications:
• Bachelor’s degree
• Strong user of excel (formulas, pivot tables, v-lookups, macros)
• Project management experience is highly desirable
• Knowledge of various project management methodologies: waterfall, lean, agile
• Experience with analysis tools such as SQL and Access queries
• Workshop facilitation an advantage

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Barbara Donnellan

Barbara Donnellan

  • Banking & Finance Manager