Team Lead - Client Services (Shared Services)

Position Objective The Client Services Team Leader aims to drive operational excellence by implementing strategic initiatives that optimize service delivery, enhance efficiency, and align with business objectives, ensuring the Client Services Team is meeting and exceeding SLA requirements. The Client Services Team Leader is responsible for mentoring and development of staff members and the improvement of productivity and accuracy of work output. Key Responsibilities Operations Management Lead and manage the Shared Service Centre (SSC) team, ensuring smooth day-to-day operations. Oversee, onboarding, compliance, and lifecycle management for contingent workforce clients. Ensure service levels (SLAs) and key performance indicators (KPIs) are met and continuously improved. Drive operational excellence, process automation, and continuous improvement initiatives. Act as an escalation point for complex issues, providing guidance and resolution strategies. Developing and mentoring the Client Services Team that drive results. Stakeholder & Client Management Work closely with the UK/US/EU Client Services teams to align SSC functions with global service delivery standards. Serve as the key contact for internal and external stakeholders, ensuring excellent customer service. Collaborate with HR, Finance, and Compliance teams to ensure adherence to regulatory and company policies Service Delivery Drive operational performance excellence within the Shared Services team and monitor performance of the team against defined performance/quality standards Establish KPIs and metrics to measure the performance of shared services functions Generate regular reports and dashboards to track performance, identify trends, and make data-driven decisions Drive ongoing improvements through standardizing, automating, and consolidating processes. Identify problem areas in service delivery processes and recommend solutions Implement quality assurance processes and initiatives to enhance service delivery and customer satisfaction. Process Improvement & Compliance Monitor and ensure compliance with local and international employment laws and payroll regulations. Develop and implement best practices to enhance SSC efficiency and accuracy. Identify opportunities for automation and technology integration to improve service delivery People Management & Development Mentor and coach team members, fostering a high-performance culture. Conduct regular training sessions to enhance team expertise in payroll, compliance, and workforce solutions. Manage resource planning, performance appraisals, and team engagement initiatives. Qualifications & Experience Bachelors degree, or equivalent, in Business Administration, Management, Accounting or a related field. Overall 10 + year of experience with at least 5 years of experience in a similar role, preferably within a shared service center or client services environment. Experience in managing teams and overseeing operations is crucial. Strong knowledge of contingent workforce compliance, and employment regulations. Familiar with RPA, automation, or process improvement methodologies (Lean, Six Sigma) advantageous Key Capabilities . Operational Excellence: Drives continuous improvement by implementing strategic initiatives that enhance efficiency, optimize workflows, and align service delivery with business objectives. Excellent Communication and Interpersonal Skills: Demonstrates clear and effective written and oral communication, tailoring messages to different stakeholders while maintaining professionalism and confidentiality to effectively manage client interactions and team dynamics. Excellent Stakeholder Management Skills: Builds and maintains strong relationships with internal and external stakeholders, addressing their needs and concerns while ensuring alignment with organizational objectives. Good Computer Proficiency: competent in various software tools, including HRMS, ERP systems (e.g., SAP, Workday, ADP), and Microsoft Office Suite. Organized and Detail-Oriented: Strong organizational skills with exceptional attention to detail, ensuring accuracy and compliance in all tasks and maintaining data integrity. Exceptional Problem-Solving, Analytical, and Decision-Making Ability: Skilled in identifying and resolving issues through analysis and critical thinking, making informed, data-driven decisions. Collaborative and Independent: Capable of working autonomously and within teams, contributing to both individual and collective objectives, while adapting to different work styles. Self-Motivated and Resourceful: Proactively identifies issues, manages time effectively, and maintains productivity with minimal supervision, ensuring task completion within deadlines. Strong Work Ethic with Urgency: Demonstrates a sense of urgency and dedication to meeting deadlines and maintaining high standards of quality, even under pressure. Robust Leadership Style: Leads by example, motivating and guiding team members to achieve goals, fostering a collaborative environment, and developing others through coaching and mentorship.