SME

Name:

Contact

POSITION DESCRIPTION

Position Title:

Reports Directly to:

Position Overview:

The SME / Acting Team Leader is responsible for providing subject matter expertise in processes and systems while temporarily assuming leadership responsibilities when required. This role ensures adherence to company standards and policies, supports team performance, and acts as a liaison between the team and management. The position involves guiding team members, resolving escalations, and maintaining workflow efficiency to meet client expectations.

Primary Responsibilities:

• Perform SME and Acting Team Leader functions under minimal supervision by scheduling, prioritizing, and allocating work in accordance with delivery requirements.
• Provide expert advice, guidance, and training to production personnel on processes and best practices.
• Inspect work output to ensure compliance with quality standards and client requirements.
• Act as the first point of escalation for complex issues and provide solutions promptly.
• Keep the Supervisor informed of all departmental issues and assist in preparing employee and client reports.
• Support workflow assessment and recommend process improvements for efficiency and accuracy.
• Prepare required statistics and reports on production activities and team performance.
• Mentor and coach team members to enhance skill development and knowledge sharing.

Minimum Qualifications:

• High School or equivalent; additional related education/experience totaling one (1) year preferred.
• Strong domain knowledge and hands-on experience in relevant processes.

Required Skills:

• Ability to understand and give instructions accurately.
• Leadership and people management skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office (Word, Excel).
• Excellent communication and interpersonal skills.
• Ability to learn and implement quality plans and compliance standards.