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.