Team Lead - Exela Technologies : Job Details

Job Summary

As a Team Leader in Core Services, you will oversee and coordinate the day-to-day operations of a team responsible for delivering core services to our clients. You will play a key role in ensuring the smooth functioning of operations, optimizing team performance, and maintaining high-quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving.

Essential Functions & Responsibilities:

Supervise and lead a team of Core Services staff, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients.

Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines.

Monitor team performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps.

Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness.

Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development.

Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery and facilitate the onboarding of new team members.

Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction.

Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences.

Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development.

Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among team members.

Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information.

Key Skills:

Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients.

Strong analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions.

Excellent communication skills, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members.

Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs.

Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and experience with customer relationship management (CRM) systems or service delivery platforms.

Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance.

Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence.

Minimum Qualifications:

Bachelor's degree or equivalent combination of education and relevant experience.

Prior Helpful Experience May Include:

5 to 7 years of experience in a similar role, preferably in a client services or operations environment, with demonstrated leadership experience.