Global Business Support Desk Team Lead, Ghana
This position will be responsible for supporting Level 2 (and Level 1 if needed) and out of scope request attending to internal and external clients and ensuring optimal services are provided. To do so she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with manager process review and changes to ensure services are provided as requested. She/he will also support the development of quality controls and will monitor execution to create and maintain information that will lead to continuous improvement plans in the team. He/she will as well support excellence in customer service. She/he will supervise the team members and processes under the scope.
The BSD team lead will supervise the BSD agents or staff assigned to the different services (6-8), promoting cross-training and cross-collaboration. In addition, monitor SLA performance follow up on internal indicators; create reports and coordinate with manager process review and changes to ensure services are provided as requested; support the development of quality controls and will monitor execution to create and maintain information that will lead to continuous improvement plans in the team
The positions is based in Amasaman – Accra
S/He reports to the Global Business Support Desk Manager
Provide leadership in administration of all components of processing identified transactions in the SLAs and all appendixes attached to those.
Lead and Manage local BSD Team. This will include responsibility for the teams cross training and collaboration, team development, performance management, capacity building and operational oversight of the BSD team
Responsible for internal quality control, reporting and process improvement. This will involve leading the identification, development and recommendation of solutions for continuous improvement within the global BSD process.
Metrics and Indicators - Ensure that customer expectations in regards to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.
Out of scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers’ requests, specific data uploads, help with training requested by a third party, and others that may arise and not limited to the examples mentioned here.
Internal Process owner – Provide subject matter expertise on the maintenance and development of internal processes. As the owner of the process, he or she will have the ultimate responsibility for the performance of a process in realizing its objectives measured by key process indicators, and has the shared authority and ability to suggest document and make necessary changes.
Education / Work Experience / Key Competencies
BA/BSc Degree in Business Administration or other related field.
3-5 years’ experience in Customer Service.
Certificate in Customer Service and Green Belt.
Solid relationship building skill set, both internal and with internal customers.
Experience with ERPs and CRMs or related tools.
Experience with specific processes relevant to WV Operations and NGOs recommended.
Strong presentation abilities and impact while addressing the customers with information, reports, and other relevant data.
Fluency in Spanish, French, or Portuguese (written and spoken) is desired for this position.
Must be a committed Christian, able to stand above denominational diversities.