Team Leader – Amman

As Team Leader, you will provide leadership to a dedicated case management team in a Regional Service Centre. Your team provides case management services to refugee and humanitarian visa applicants and visa holders in support of the Australian Assisted Passage program.

You will lead and support your team by managing the workload allocation, workflow monitoring and coaching on performance to drive efficiencies within the team and increase productivity whilst ensuring case managers deliver superior service standards, assistance and effective support to our clients, customers, and your global peers.

Primary Accountabilities

The primary accountabilities of the job are:

• Customer Focus: Builds strong customer relationships and delivering customer-centric solutions.
• Communication Effectiveness: Constructs verbal and written communication concisely, and appropriately for the audience, acquiring positive responses and outcomes.
• Flexibility and Adaptability: Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Learning Agility: Assimilates and applies new job-related information in a timely manner.
• Decision Making Effectiveness: Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
• Demonstrate effective leadership in continuous improvement for all customer focused requirements.
• Situational Judgement: Ability to identify and take the most appropriate action in workplace situations that generate positive outcomes.
• Accountability: Holds self and others accountable to meet commitments.
• Resilience: Maintains stable performance under pressure, opposition, or setbacks (such as time pressure, customer expectations or job ambiguity).
• Policy Compliance: Adherence to policies and procedures.

Primary Responsibilities and Decisions

The primary responsibilities and decisions reside in these areas:

• Provide high quality team leadership, support, and advice to case managers through coaching and feedback, policy compliance, advocacy, and escalation resolution.
• Workflow management ensuring caseloads, subcontractor activations and medical services appointments are managed in line with both internal and external Key Performance Indicators (KPIs).
• Review and monitor individual performance against KPIs and provide regular monthly coaching and support to address gaps and improve efficiencies and productivity.
• Key contributor to the formal twice yearly Performance Review process at Toll.
• Manage day to day resource levels (leave etc) and workload allocation to ensure service levels are still achieved.
• Strong awareness and consideration of the political and religious sensitivities that apply to customers and their host countries specifically in your regional area.
• Triage any service or supplier escalations or fails and, in tandem with the regional leadership team take these to resolution.
• Close the loop on technical and/or service-related issues or complaints with a focus on areas that require training or additional support.
• Maintain excellent working relationships with regional representation of major stakeholders in a culturally diverse area.
• Work closely with major subcontractors to support streamlined service delivery and triage / manage service escalations or risks.
• Be a clear and frequent communicator with a high standard of written business English and good oral    presentation skills.
• Be a Safety Leader that identifies and corrects conditions that affect employee safety.
• Support the Regional Manager with people management, reporting, co-ordinate learning, training, and ad-hoc projects.
• Support the regional supply chain team with subcontractor evaluation and period assessment.
• Identify opportunities and contribute to process improvement and business design.

Skills

Knowledge/Experience:

·       Minimum 3 years experience in customer service leadership in a large organisation, preferably in an administrative environment

• Performance Management experience that includes measuring performance against objectives
• Minimum of 1 year experience in team leadership in a case management or related services environment is a requirement
• Experience in Government administration, Global Mobility, Assignment Management, Managed services, Insurance or Travel is a must
• Microsoft suite of products including Outlook, Excel, and Word
• The ability to learn how to use Toll’s Online Platform and other tools
• Fluency (oral & written) in English is a prerequisite, other languages such as Arabic, Urdu, Pashtu, Dari, Farsi and/or Kurdish are preferrable

Qualifications

·      Bachelor’s degree from an accredited university is a must.

Eligibility

·      Rights to work in Jordan is a must.

Essential Personal Attributes

Essential attributes for this position are:

• A desire to service the customer and to put their needs first.
• Excellent communicator who flourishes in a fast-paced environment.
• Be exceptionally well organised and methodical in approach to service delivery.
• Ability to sustain high levels of customer service and productivity when under pressure from clients and customers.

·       High attention to detail and the ability to meet deadlines within a time-pressured environment.

• A positive attitude and appetite to learn.

·       An analytical mind-set - strong ability to problem solve.

• Interpersonal skills and ability to work lead a team of 10 employees.
• Commitment to company policies, values and culture.