Team Lead, Client Services

3 months ago

Burlington, Canada DLL Full time

**Team Lead, Client Services**
The **Team Lead, Client Services** assists in the day-to-day management of the Client Services team with direct reports. You will be responsible for New Hire training, ongoing coaching/mentoring for the team members, handling customer escalations, approving quotes and adjustments to contracts, participating in team/cross-functional initiatives and other duties as required. As part of the escalation process, it will be your responsibility to address any gaps in process, solve the issue and look for way to prevent a similar issue in the future. You will be responsible for updating processes and policies for the Client Services team.

You will also have the responsibility of maintaining the work queue volume which includes specialized programs and key relationships. You will be accountable to ensure that team goals are met including turnaround times as well as other quality control KPI’s. The Team Lead will also play a key role in supporting the Management team day to day by coordinating the regular customer service activities and incentives, dealing with call escalations and complaints as well as monitoring various oversight reports to ensure that the accounts are being effectively worked throughout the teams.

Find out more here about how you can unleash your full potential at DLL
**Day to Day**
Leadership Accountabilities:

- Provide input to the Operations plan and objectives and translate these into a year plan for the team.
- Coordinate all operational activities and maintain overview on the workload of the team, anticipating changes and developments in customer programs which will have an effect on workload.
- Handle and solve operations incidents and customer complaints and liaise with internal departments regarding shortcomings in contracts, documentation, procedures and processes.
- Ensure that all operations procedures and processes are up to date and in line with customer agreements and continuously signal, initiate and implement process and activity improvements on all organizational levels within the operations domain, liaising with relevant in
- and external stakeholders.
- Plan, structure, organise, manage and control the assigned department, processes, staff and business partners, in line with corporate policies and company values.
- Perform ongoing performance evaluations for direct reports; develop and support members by focusing on job knowledge; ongoing training; technical, interpersonal and communication skills.
- Communicate results, corporate initiatives, programs and policies to the team as required.
- Lead / Participate in team meetings and management meetings as required.
- Participate in department and organizational cross-functional initiatives.
- Ensure Business Continuity Plan (BCP) is updated and complies with company requirements, participate in the periodic BCP testing processes as required.
- Assist in the day-to-day management of the customer service queues.
- Develop and maintain the Customer Service training materials.
- Monitor team in terms of quality and accuracy; including KPI reporting.
- Encourage innovation and process improvement for ongoing efficiencies.

**Client Services Functions**:

- Review contracts and investigate as required to determine scope of more involved issues, in order to take necessary action and prepare required paperwork to resolve/correct customer issues within established SLA.
- Provide early termination quotes (Trade-ups, Buy-outs, Pay-outs) within established SLAs.
- Engage in and support ongoing process improvements and innovations.

**“Our values are not imposed from the top, but built by the members themselves.”**

**All members enjoy**
- Two working days per year volunteering for a local charity
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- Check this link to an overview of all benefits in your region.

**Essentials**
- Minimum College diploma is required or relevant business experience
- Minimum of 5 years customer service
- Bilingual (French, English) preferred
- Previous leasing experience would be considered an asset
- Previous team supervision preferred
- Strong interpersonal as well as written and verbal communication skills
- Must be Self-directed, decisive and goal oriented. Comfortable working in an empowered work environment with established goals/expected results and limited step-by-step direction
- Strong relationship building skills
- Strong organizational and planning skills
- Proficient in MS - Word & Excel and Outlook
- Proficient working within CRM - Salesforce; case management
- Previous Project management work would be an asset
- Excellent problem-solving skills
- Ability to deliver e

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