Senior Team Leader
- Plaine Wilhems
- Not disclosed
- Permanent
- Added 11/04/2025
- Closing 11/05/2025
- Daveena Paroomal
This role encompasses a balance of leadership, operational efficiency, and service excellence, ensuring alignment with client requirements and corporate objectives.
Position Purpose and Description
This role encompasses a balance of leadership, operational efficiency, and service excellence, ensuring alignment with client requirements and corporate objectives. The Senior Team Lead will provide direction, coaching, and support to Team Leaders and their respective staff, reinforcing a culture of continuous improvement to enhance customer experience and operational outcomes.
1. Leadership and Team Development (40%)
- Lead and Inspire: Demonstrate strong leadership by managing and developing a multi-site team of leaders and individual contributors across the team based in Mauritius, in alignment with Global Excel’s vision and values.
- Objective Setting and Communication: Work with the Director of Operations to define and communicate clear team and individual objectives that align with the business priorities, ensuring that client satisfaction and positive client experience are at the forefront.
- Build a High-Performing Team: Assist in recruiting initiatives, conduct interviews, train and coach team members, actively promoting an environment of regular feedback and continuous development.
- Tools and Resources: Ensure that team members have access to the tools, procedures, and resources necessary to perform their roles effectively.
- Foster Engagement: Cultivate a work environment focused on productivity and a high level of employee engagement.
2. Delivering Service Excellence (35%)
- Client Commitments: Oversee adherence to contractual commitments and quality standards, with a focus on meeting or exceeding service levels (SLAs) as set by the business.
- Risk Management and Issue Resolution: Identify and mitigate risks that could impact clients negatively and address escalated customer complaints or internal disputes with efficiency.
- Stakeholder Communication: Provide transparent and consistent communication of client objectives, targets, and metrics to internal stakeholders, leading monthly SLA updates and ensuring alignment with customer experience goals.
- Service Quality Advocacy: Act as a champion for customer experience, ensuring service quality and excellence are embedded in daily operations.
- Onboarding and Change Management: Manage the successful onboarding of new team members, business or changes to existing contracts.
3. Strategic and Business Planning (25%)
- Strategic Alignment: Participate in strategic planning initiatives for the Team, setting a clear vision that aligns with departmental and corporate objectives.
- Goal Setting and Tracking: Develop and communicate monthly and quarterly objectives, establishing measurable targets to drive productivity and operational excellence after validation from the Director of Operations.
- Efficiency Enhancement: Implement plans to improve team efficiency and productivity, continuously analysing performance data for improvement opportunities.
Major Challenges
- Meeting Client Expectations: Consistently achieving SLAs amidst evolving client needs and handling escalations efficiently without impacting service quality.
- Team Leadership and Development: Effectively leading and aligning teams within the Mauritius office, ensuring consistent engagement, performance, and professional growth among team members.
- Effective Communication: Ensuring clear, ongoing communication with stakeholders to keep team objectives aligned with client and corporate goals.
- Strategic Goal Execution: Translating corporate objectives into measurable team goals and monitoring performance effectively, often with limited resources.
Key Accountabilities and Success Measures
- Service Levels Adherence: Meeting internal and contractual service levels.
- Client and Employee Satisfaction: Maintaining high levels of client satisfaction and employee engagement.
- Adaptability to Seasonal Workflows: Efficiently managing fluctuating work volumes and onboarding new clients or projects.
- Transparent Reporting: Ensuring departmental objectives and outcomes are clearly communicated.
Knowledge, Skills, and Abilities (KSA)
- Communication and Change Management: Exceptional ability to communicate changes effectively and to influence others.
- Leadership and Coaching: Proven ability to lead, coach, and inspire teams to achieve high performance and engagement.
- Operational and Technical Competence: Strong analytical skills to interpret data and make evidence-based decisions for process improvement.
- Adaptability and Problem-Solving Skills: Agility to handle shifting priorities and demands in a dynamic environment and with strong problem-solving skills to address and resolve issues proactively and effectively
Requirements and Qualifications
- Educational Background: College Diploma or University Degree, with a minimum of two -five years in a relevant field.
- Leadership Experience: At least two years in a leadership role, with a track record in personnel and process management.
- Communication Proficiency: Exceptional written English skills; bilingual proficiency in French and English (both written and verbal) is preferred.
Global Excel Management Services (Mauritius) Ltd
- Ebene House, 33 Hotel Avenue, Cybercity, Ebene, Mauritius
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