Team Leader
: Job Details :

Has responsibility and accountability for the team's performance againstScroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.KPIs, including Customer Experience delivery and the quality of theprocess. Executes/improves and coaches the individual staff members.Engages customers/stakeholders in the creation of value. Contributes tocontinuous improvement of processes within the scope of responsibility.Assists customers with their issues, keeping close communication withco-workers locally in order to ensure prompt exception handling.Delivers customer experience as outlined by HQ Centre Customer Service.

Has responsibility for 1 sub process within the cluster/OTCS clusterteam. Has accountability for team deliverables.Acts as the liaison for the country teams with the GSC processing unit.Applies subject matter expertise on the process to solve common businessissues. Understands the business and the customers' requirements on a genericlevel. Has accountability for the team's adherence to standard operatingprocedures and Audit Compliance.Has responsibility for team engagement and performance.Has responsibility for establishing the feedback mechanism to improvethe process.