Services Team Leader

CAREER DIRECT - August 24, 2020

 

Sage
-
Johannesburg, Gauteng

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Job Description

The role is a managerial position in the Customer Support environment for our Payroll Products. They operate under the direction and guidance of the Senior Managers. The Service Team Leader manage individual contributors in operationally managing the completion of daily activities to achieve team success. Growing the team’s technical expertise by promoting cross-team collaboration, delivering value-added services that build confidence and our reputation as industry experts through a variety of assisted and unassisted channels. This is a senior role with shared leadership and managerial responsibilities and is accountable for metric driven success for their assigned team.

Key Responsibilities

  • Manage the tactical execution of Customer Success by aligning the operational environment to meet the business outcomes agreed.

  • Enabling the team to deliver results through a high performance culture that will enhance each customer relationship with Sage.

  • Lead a local or remote team to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.

  • Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact

  • Lead skill development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.

  • Monitor and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.

  • Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
    • Continually cascade information and gather of feedback with direct reports.

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