The purpose of the Back Office Team Leader role is to lead, develop, and support a high‑performing team by ensuring operational excellence, fostering collaboration, driving continuous improvement, and delivering consistent, high‑quality services aligned with organizational goals and customer expectations.

Key Responsibilities:

Team Management

• Lead and supervise the team, assign tasks, set performance expectations, and provide guidance.
• Provide leadership and vision for the team in alignment with the overall organisation strategy.
• Foster a positive team culture and promote a collaborative work environment.

Recruitment and Onboarding:

• Participate in the hiring process by interviewing potential team members in line with SCC standard procedure and practices.
• Facilitate the onboarding period for new hires, ensuring a smooth integration by following the SCC Standard Onboarding Process.
• Allocate a mentor and ensure all new starters have a mentoring plan; provide feedback and track the progress.

Performance Management and Development:

• Conduct regular performance reviews by adhering to the SCC standard Performance Management Process and document it in the HR Management System.
• Define clear objectives in line with contractual SLAs and organizational goals, facilitate the coordination of issues and provide support to ensure that your team consistently delivers at a high level.
• Provide constructive feedback and support for individuals to meet performance expectations.
• Inspire and motivate team members to achieve individual and collective goals.
• Identify underperforming team members and implement performance improvement plans.
• Encourage professional development and skills enhancement for all team members.
• Identify training needs and facilitate professional development opportunities.

Collaboration:

• Cultivate strong business relationships with coordinated staff to increase overall experience, satisfaction, and retention rates.
• Foster effective communication and cooperation with UK collaborators, support teams (HR, Training, Finance, etc) and other internal departments.
• Strengthen team cohesion through social and professional development events.

Conflict Resolution:

• Address interpersonal conflicts within the team and mediate resolutions.
• Provide a supportive environment for open communication and problem-solving.

Operational Duties:

• Coordinate tasks and assignments among team members based on project priorities.
• Monitor workload and capacity to maintain a balanced and productive team.
• Provide guidance and assistance to team members with issues as they arise.
• Implement performance metrics and KPIs to evaluate individual and team effectiveness.
• Implement and conduct regular reviews to maintain high-quality output for deliverables and adherence to best practices.
• Ensure documentation of processes and procedures to facilitate knowledge sharing within the team.
• Escalation Management: oversee the escalation process, handling complex issues or service requests that require additional attention. Ensure proper documentation and communication throughout the escalation lifecycle.
• Change Management: adhere and support teams through changes to ensure successful implementation.
• Reporting: compile and communicate relevant data to stakeholders ensuring transparency on activity status (SLA achievement, Team KPIs, Customer Satisfaction, etc).

Succession Planning:

• Identify and support the development of potential leaders within the team.
• Develop succession plans to ensure continuity and growth within the department.
• Strong leadership skills, including the ability to motivate, coach and develop team members.
• Great interpersonal and communication skills. The ability to maintain positive relations with team members, customers, and internal collaborators, is one of your greatest strengths.
• Excellent organizational and time management skills.
• A customer-centric mindset with a commitment to delivering exceptional customer service.
• Strong analytical skills with the ability to diagnose and resolve productivity or quality issues in efficient way.
• Flexibility and adaptability to navigate changes and challenges.
• Thorough knowledge of ITIL as a best practice.
• Possess skills in mediation, active listening and negotiating win-win outcomes.
• Strategic thinking- ability to understand the bigger picture to uncover potential challenges and opportunities for the long term and turning these into a compelling vision for action.
• Good Word, PowerPoint, and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.
• Specific knowledge of the activity is considered an advantage.

Conditions:

• Fluent English, both written and spoken.
• 2–3 years of experience in a BPO or shared services environment.
• At least 1 year of leadership or supervisory experience.
• Knowledge of Microsoft Dynamics and Task Manager is considered an advantage.
• Strong communication, interpersonal, and active‑listening skills.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Solid analytical and problem‑solving abilities.
• Proficiency in MS Office and operational reporting tools.
• Strong leadership skills: ability to motivate, coach, develop, and hold team members accountable.
• Experience with performance management, setting objectives, and giving constructive feedback.
• Ability to manage conflicts, facilitate collaboration, and maintain a positive team culture.
• Adaptability, strategic thinking, and a customer‑centric mindset

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