Team Leader

The duties and responsibilities include but not limited to:

Lead, coach, and support the team to deliver exceptional customer service and meet all SLA and contractual obligations.

Manage day‑to‑day client expectations and attend customer meetings or governance forums as required.

Oversee workflow, team performance, and queue management to ensure operational efficiency and adherence to agreed processes.

Champion the organisational Client Experience Program and act as escalation point in the Service Delivery Manager’s absence.

Ensure compliance with all customer operating procedures, internal policies, risk requirements, and quality standards.

Drive a culture of continuous improvement, innovation, and service excellence within the team.

Recruit, develop, and retain talent while creating an inclusive environment that supports growth and high performance.

Monitor and manage team KPIs, productivity, roster coverage, absen...