XBP Global · 1 day ago
Team Leader
Cleveland, OH
Full-time
Onsite
Senior Level
5+ years expXBP Global is a workflow automation leader that enables digital transformation for clients through innovative solutions. As a Team Leader in Core Services, you will oversee day-to-day operations, optimize team performance, and ensure high-quality service delivery to clients.
Computer Software
Responsibilities
Supervise and lead a team of Core Services staff, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients
Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines
Monitor team performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps
Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness
Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development
Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery and facilitate the onboarding of new team members
Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction
Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences
Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development
Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among team members
Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information
Qualification
Required
Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients
Strong analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions
Excellent communication skills, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members
Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs
Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence
Preferred
Bachelor's degree preferred or equivalent combination of education and relevant experience
5 years of experience in a similar role, preferably in a client services or operations environment, with demonstrated leadership experience
Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and experience with customer relationship management (CRM) systems or service delivery platforms
Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance
Familiarity with Microsoft Office
Benefits
Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Company
XBP Global
XBP Global is a multinational technology and services company powering intelligent workflows for organizations worldwide.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase