Team Lead

Net2Source APAC

🇱🇰 Sri Lanka

On-site

Staff / Principal

7 months ago

Job Details
Role: Team Lead
Location: Colombo, Sri Lanka
Work Arrangement:Onsite

Role Overview
About the Role
The Team Lead presents a unique opportunity to build and manage a highly achieving, resourceful, and motivated team of experts and team leaders, who will be client’s first boots on the ground. These teams will work with and develop strong customer support, acquisition, and maintain client/sales relationships. They should also be able to identify and escalate funnel bottlenecks that could prevent us from fully unlocking our target markets.

The ideal candidate for this role should possess strong interpersonal skills, be excellent at time management, be results-oriented, and be driven to consistently manage change and performance. This role also requires the candidate to work well under pressure and on their own with minimal supervision.

Your Impact in Role:

Leadership & Team Management: You will manage a team of specialists focused on delivering merchant and delivery partner onboarding support to our B2B clientele. Your leadership will ensure alignment with overall business goals while fostering innovation and collaboration within the team. You will also be responsible to coach, mentor and managing your direct reports and the overall team.

Process streamlining: The primary focus will be on identifying process gaps across the team that can be streamlined, standardized, or automated, which will help focus on the client onboarding experience. By partnering with cross-functional stakeholders, you will spearhead efforts to enhance operational efficiency and reduce manual intervention in processes.

Project Ownership: You will be accountable for ensuring that continuous improvement initiatives are delivered with measurable impact. This involves working closely with the Ops team to assess the current state, ensure smooth execution, and implementation. Manage intake of new initiatives, ensuring prioritization and resourcing.

Metrics & Reporting: Regular tracking and reporting of KPIs will be key. You will oversee the development of dashboards and report data in business reviews, ensuring transparency and alignment with broader business objectives. Represent QA in cross-functional projects, ensuring quality objectives are embedded into business initiatives.

Insights generation: One of the key goals in B2B support is to prevent issues and problems from happening in the future through a systemic enhancement approach. You will be responsible for ensuring that your team generates insights out of every case towards this goal.

The Experience You'll Bring:

Basic Qualifications:

Excellent communication skills. At least 3+ years of Team Lead/people management experience.
Bachelor's degree in Business Management, Marketing, or a related field. Relevant certifications or additional qualifications related to sales and marketing are a plus.
Language proficiency - Sinhala, Tamil, and English
Experience in other customer-centric B2B industries with a background in sales, customer dedication, or retention is preferred.
Problem-solving skills to be able to break down a problem and understand the root cause.
Analytical mindset - Ability to dive into data and generate insights.
High proficiency in Google Suite and can quickly learn new software or apps.
Effective mentoring skills that encourage and drive agents to reach their goals.
Strong stakeholder management skills with the ability to persuade senior stakeholders.

Preferred Qualifications

Ability to acquire and drive the team to achieve the set sales targets
Good presentation skills and ability to meet deadlines under pressure
Should be proactive, independent, and self-motivated
Ability to work with and motivate teams remotely and in-person to yield high productivity

Best Regards

Walia Khan
Technical Recruiter – APAC

Team Lead · Net2Source APAC

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