Process Leader

Role Description: The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment.

Roles & Responsibilities

• Provide effective leadership to a team of [X] professionals, setting clear expectations, coaching, and mentoring to ensure peak performance.
• Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement.
• Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures.
• Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations.
• Foster a culture of learning and growth, supporting team members in their professional development and career progression.
• Set and track key performance indicators (KPIs) to measure team and individual performance.
• Address and resolve operational and personnel issues as they arise, applying effective problem-solving skills.
• Facilitate clear and open communication within the team and with other departments, promoting a collaborative work environment.
• Ensure that the team complies with all relevant regulations, industry standards, and company policies

Expected/Key Results

• Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications.
• Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction.
• Uphold strict adherence to quality standards, established processes, and company policies.
• Provide coaching and mentoring to team members, focusing on improving quality, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Manage attendance and roster arrangements to ensure efficient team operations.
• Lead the team effectively, fostering collaboration and resolving conflicts when they arise.
• Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field.

Competencies & Skills

• Strong leadership and people management skills
• Effective communication and interpersonal abilities
• Proficiency in performance management and process improvement
• Analytical and problem-solving skills
• Knowledge of industry-specific regulations and standards