UK&I Tier -3 Customer Care Team Leader

At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation.

At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?

What do we have to offer?

• An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
• A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
• And all leaves are granted as from day 1!

JOB DESCRIPTION:

The Team Manager will be responsible for leading and managing team members to achieve the delivery of Payroll service excellence.

KEY ACCOUNTABILITIES:

• Responsible for ensuring their team members are skilled (and supported) to the appropriate levels necessary to perform their roles effectively, reacting to non-achievement through skills development identification, training needs & performance management in line with SD Worx practices.
• Hold regular, structured team meetings encouraging team participation throughout with particular focus on Quality, Engagement, Quarterly Net Promoter approach, Pulse survey and Service Level Agreement targets.
• Build & Maintain relationships CET Stakeholders and their Service Providers to build strong customer relationships which assists retention and drives improvements in NPS.
• Manage customer complaints to successful conclusion.
• Actively promote and share the key company strategies and messages from the Senior Leadership Team, delivering and driving them positively and appropriately through their teams.
• Establish and maintain a quality culture within the team, ensuring that documented processes and procedures are understood and followed ensuring ISAE3402 and GDPR compliance.
• Sufficiently developed/confident to support and deputise as and when necessary for the Problem Manager
• Any other appropriate duties as required

OUR EXPECTATIONS:

• Thinking and Acting Outside In
• Translates Vision and Purpose in an inspiring and engaging way into the teams.
• Encourages and makes sure direct managers and colleagues translate the Vision and purpose into team targets.
• Encourages and makes sure teams take full ownership in designing, running and changing business processes in order to reach the target. Agility
• Shows great agility and optimism while dealing with ambiguous challenges and problems.
• Translates disruptive strategic change in an inspiring, meaningful and positive way to direct team(s) and motivates team(s) and their managers to actively take ownership in the change process.
• Inspires managers and colleagues to cope with changes across the boundaries of the team. Connecting
• Displays behavior of authentic self-aware leadership and follows up that his managers act upon the same.
• Encourages all colleagues in using personal leadership strengths in taking ownership and leadership in the team while reaching targets.
• Coaches colleagues in using their talents and potential in taking ownership and leadership in and across the teams.

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

• Demonstrates competency in the ability to manage the performance of people delivering excellent customer service.
• Demonstrates competency and flexibility in their approach to client management.
• Demonstrates competency in their ability to effectively run meetings and, share and promote company information and strategies
• Demonstrable written and verbal communication skills.
• Demonstrable knowledge of PC literacy including the Microsoft Office suite
• A visible commitment to quality processes and the ability, through their team, to drive efficiency projects to successful conclusions.

Desirable:

• Coaching / mentoring experience in a customer services environment is desirable but not essential.
• Knowledge of current Payroll Legislation
• Experience and participation in employee engagement programmes
• Experience of participating in change management programmes
• Experience in Problem management.
• Experience in Organisational Readiness processes.

ROLE DIMENSIONS

Key Success Criteria:

• Quality Team performance evidenced by results
• 100% compliance against key audits
• Increasing NPS / Pulse
• Team engagement at increasing levels
• People Interfaces: Internal: Problem Manager, Payroll Services Managers, Immediate Colleagues, Product Managers, Product owners, Service Relationship Directors, Business Development Managers, Consultancy Services – Managers & Consultants, HR Team Members and all relevant departments. External: Customers, HMRC, 3rd Party Software Providers Budget Responsibility: None Direct Reports: Senior Customer Care Analyst, Lead Customer Care Analyst Travel: Minimal

You will have the skills and ability to demonstrate that you can: 

• You will have the skills and ability to demonstrate that you can:
• Show clear Vision and Purpose and inspire teams and colleagues to organize themselves in an agile way in order to reach targets.
• The ability also to push (operational) decisions to the floor.
• Create an environment where teams and colleagues are inspired to embrace change and take ownership.
• The ability also to attract and coach individuals that show disruptive thinking, in order to stimulate experimentation and innovation.
• Share leadership responsibilities within the team based on individual’s talents.
• The ability also to coach each colleague in discovering and developing their talent in an environment of continuous learning.

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.