Data Services Team Lead

4 weeks ago

Vancouver, British Columbia, Canada T-Net British Columbia Full time

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual. As a Data Services Team Lead, you will provide audit, eDiscovery, and data migration support to our global customer base. The Data Services team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries. You will contribute to the growth of the Data Services team by providing hands-on leadership and day-to-day operational support. Your responsibilities will include hiring, training, leading, coaching, and motivating team members, monitoring and assessing team performance, and conducting regular coaching and development discussions with team members to foster career growth and progression. You will also plan, organize, and facilitate regular team meetings to promote high employee engagement and manage team member time off requests to ensure adequate coverage. Additionally, you will support the team in the review and improvement of existing processes and procedures, act as a point of contact for employee concerns, and facilitate conflicts within the team to encourage accountability and teamwork. You will work collaboratively with cross-functional Department Leads to address potential gaps in process and develop and share updates with the team and department. You will identify areas of opportunities for continuous improvement and be a champion for operational excellence. You will monitor, review, assess, and develop reporting to ensure all case inquiries are answered properly and efficiently, deliver and oversee complex cases, attend client calls, manage initial escalations, customer complaints, or incidents, and report as necessary. You will manage service expectations for the team and ensure all performance targets are realized by the team. You will provide subject matter expertise in all areas of Data Services and act as a liaison with other inter-departmental areas. You will lead by example and act as a role model for team members to learn from. The Data Services Team Lead is a critical member of the Global Relay Leadership team, motivating and inspiring others to lead by example, in promoting a culture of positivity, teamwork, continuous improvement, and operational excellence.

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