BPO Team lead

All vacancies of AustraliaBanking & Financial ServicesBPO Team lead

Lead a team of about 20, responsible for Customer relationship management, Document processing, Finance & Administration, HR & payroll services.

Summary about this job

Client Services

Company: DXC Technology Australia Pty LTD

Location: Brisbane

Work type: Full Time

Salary: n\a

Phone: +61-3-5438-1170

Fax: +61-8-7281-1751

E-mail: n\a

Site:

Detail information about job BPO Team lead. Terms and conditions vacancy

DXC Technology (DXC) is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

DXC provides end-to-end, industry-specific Business Process Outsourcing (BPO) solutions tuned precisely to meet the needs of large volume, transaction-driven organizations. We combine domain specific experience with a global, multilingual scale and reach. Our services are delivered on a world-class leveraged and reliable platform capable of meeting exceptional process, security, and regulatory demands. BPO areas include: Customer relationship management services, Document processing services, Finance and Administration services, HR and payroll services.

The Business Process Operations Team Leader reports to the Senior Service & Operations Delivery Manager. The Team Leader is responsible for overseeing a staff of up to 20 in delivering contracted services in accordance with business policy and procedures to DXC’s clients. Facilitating and supporting change in a highly regulated environment by displaying strong leadership, people management and problem solving in a complex environment.

The Team Leader will manage day to day resources to meet service levels and customer objectives in terms of business planning and forecasting. Working collaboratively within BPO and prioritizing requirements to meet both DXC’s business objectives and meeting or exceeding the customer’s expectations. Championing a culture for staff to be engaged around the delivery of the customer experience through effective leadership.

Key Responsibilities

  • Provide leadership in the delivery of services to an exceptional standard with best practice and business solution at front of mind
  • Develop and sustain a continuous improvement culture through active participation in DXC solution and services
  • Ensure all financials, operational and customer controls are managed
  • Manage competing priorities with the ability to influence people, manage change and develop business solutions
  • Delivering on strategic plans and developing team members with current and agile resource management frameworks to meet monthly needs, client service levels and business outcomes
  • Effectively manage risk, compliance and problem resolution within the business unit
  • Coaching team members, developing staff and succession plans whilst promoting a culture based on DXC values
  • Act as an ambassador for DXC and BPO when working with internal and external partners
  • Key Relationships – Direct reports, other internal relationships; Be accountable to the Senior Service & Operational Delivery Manager for BPO and broader leadership team; work closely with other peer leaders to achieve seamless delivery for assigned client; Consult and work with other parts of DXC both locally and globally as required; Other external relationships; External agencies as required (eg, recruitment); Clients and prospective clients as required for presentations or reviews; clients as required for problem resolution
  • Ensures compliance with DXC and customer’s Human Resources, legal, financial, ethics and government related policies, strategies and processes
  • Contribute, develop and maintain best practice Standard Operating Procedures (SOPs), whilst maintaining risk and compliance standards on behalf of DXC and our client
  • Proactively manage team and service to mitigate losses and penalties through compliance to relevant industry standards legislation, codes of practice and client policies.

Qualifications and Experience

  • Extensive business management experience and/or Tertiary qualified
  • Demonstrated experience in managing a transaction based service delivery environment with an understanding of Service Level Agreements and quality customer service delivery
  • 3-5 years’ experience in people management and leading highly effective teams
  • Financial Service Industry experience, favourable but not mandatory
  • Strong communication, organisational and interpersonal skills
  • Proficient IT skills 

Applications welcome from Australian Citizens and Permanent Residents

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