Team Lead
Department:
Agency Operations
Typical Tenure for this Role:
2-3 years
Promotion to this role is subject to availability.
Role Overview
Role Description
The Agency Operations Team Lead has mastered the skills of all prior roles. This individual demonstrates consistent and strong leadership, provides necessary training to the team, and makes daily business decisions for the unit. They collaborate directly with senior management in achieving operational goals and demonstrate foundational supervisory skills in managing team workflow and performance.
Key Skills & Competencies
The focus for the Team Lead is on operational management, project ownership, and team development:
Operational Management & Execution:
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Task Distribution/Management: Responsible for efficient task distribution and management across the team to meet service level agreements.
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Management Support: Provides daily operational support directly to the Manager, including reporting and handling high-level internal inquiries.
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Complex Cases: Handles the most intricate operational issues, including those related to agency mergers/acquisitions.
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Compliance Back-up: Functions as the primary internal backup resource for critical compliance procedures.
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Routine Tasks: Maintains proficiency in all Routine cases and Troubleshooting.
Project Leadership & Ownership:
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Project Ownership: Takes full ownership of major operational projects, guiding them from planning through to execution.
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Project Implementation: Directly manages the implementation and rollout of new processes or systems.
Team Development & Mentorship:
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Mentor/Trainer: Actively coaches and trains team members, improving overall team capability.
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Supervisory Skills: Demonstrates the foundational skills required for team supervision and performance management.
KPIs
Performance is measured by timeliness, quality, compliance, and project contribution:
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Service Levels: Meet the required service level turnaround time of 3–5 business days.
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Project Delivery: Create and Meet project deadlines for assigned initiatives.
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Accuracy: Maintain the highest Accuracy of completed cases and transactions.
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Compliance: Consistent adherence to all SOPs and required compliance standards.
Role Development
Learning and Development
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System Expert: Must be an Expert in ADR, Administration of Agent Web, and Salesforce.
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Project Management: Strong Project Management skills are required.
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Software Skills: Retains high proficiency with Microsoft Office Suite.
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Leadership Training: Required completion of an internal or external Leadership Training program.
Guidelines for Promotion into this Role
Advancement requires proven strategic planning and stakeholder relationship management:
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Strategic Execution: Successfully develops and executes strategic plans to drive operational excellence and achieve business outcomes.
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Relationship Management: Builds and maintains strong relationships with key stakeholders, both internal and external (agency partners), to support operational objectives.
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Business Acumen: Possesses a deep understanding of the business environment, industry trends, and competitive landscape, using this knowledge to inform decision-making and drive innovation.
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Supervisory Acumen: Demonstrates strong supervisory skills, training, and mentoring acumen.