Position Title: Team Leader for Client Success

Section & Department: Client Success

Immediate Head: Senior Operations Manager

Role Summary:

• As a Team Leader for Client Success, you will lead a dynamic team responsible for ensuring client satisfaction, retention, and success. Your role encompasses strategic planning, performance management, and proactive problem-solving to drive excellence in client service delivery. By actively participating in group planning, process improvement, and delegation of tasks, you play a vital role in shaping the success and growth of the Client Success department.

Job Scope / Principal Accountabilities:

• Involvement in group planning, implementation, delegation of tasks, and decision-making.
• Support process improvement and oversees performance of the Client Success department
• Identify risks and challenges of the Client Success department and plan for resolutions
• Communicate clear instructions to team members and gather team members' feedback
• Monitor team members' performance to ensure the training they are being provided is efficient and identify any additional training needed.
• Manage the flow of the group's day-to-day activities
• Manage top tier accounts and solve client escalations if any
• Coaching and mentoring of team members
• Ensure related compliance requirements are addressed, e.g., privacy, security, and administrative regulations associated with Information and privacy management systems, are followed in Singapore HQ and the Philippines site.
• Be vigilant to report possible security and privacy incidents as required through the ISO core team and department heads or email **** and ****, and ensure appropriate risk mitigation and control processes are taken to avoid further risks.

Qualifications, Knowledge, Skills and Competencies required: 

• Prior experience in a team leadership role, preferably in client services or background screening
• Strong understanding of background screening processes and regulations
• Excellent communication and interpersonal skills
• Ability to effectively manage and motivate a team
• Proven track record of meeting or exceeding targets and KPIs
• Experience in problem-solving and conflict resolution
• Strong organizational and time management skills
• Proficiency in relevant software and tools