Team Lead

Job Description

• Responsible in ensuring the quality performance monitoring, reporting and analysis of respective Operations department.
• Participation in quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when required.
• Work with the quality team on first time right and cycle time reporting alongside with
• Operations team to identify focus areas.
• Ensure appropriate communication and escalation of issues to relevant senior stakeholders.
• Providing expert advice to BAU team on difficult queries, ensure sufficient workaround or testing is done before escalating to Enablement team.
• Manage close links with Enablement and Ops leaders to ensure quality and delivery standards are met / exceeded alongside with high levels of customer satisfaction on product content.
• Maintain an understanding and working knowledge of systems, functions and capabilities within item coding.
• Identify innovations and trends within assigned categories and ensure NielsenIQ coding rules and data/category structures stays current with changes to the industry.

Team Management

• Plans and controls resource allocation to optimize the “operations service” to clients as well as highlights any resources issue
• Expected to coach and develop the team, monitor individual performances by identifying talents or low performers and promote engagement within the team
• Acts as an escalation point for the team and constantly reviews and assesses team's KPIs periodically

Qualifications

• Bachelor's Degree in related fields
• Required Language(s) : English
• Min 6+ Years in People Management experience

Additional Information

• Strong Written and oral communication.
• Logical thinking and problem solving.
• Ability to lead and actively participate in team and client meetings.
• Ability to manage priorities and deliver against established timeline.
• Mentor and coach other associates.
• Take ownership and accountability on the activities assigned.