Team Lead- Customer Services Full Time NEW

POSITION TITLE:

Team Lead – Client Services, Order Management

ABOUT THE ROLE

As the Team Lead, Client Services, you will play a crucial role within Client Services, overseeing the day-to-day operations of the Order Management team while contributing to strategic client initiatives. Your role will encompass not only the execution of order management tasks but also leadership and coordination among team members to ensure seamless and timely operations. The Team Lead, Client Services will work within a client-facing capacity, providing exemplary client service and addressing concerns or inquiries regarding orders. Collaboration with various cross-functional teams will be essential to the smooth operations of overall global client services at Deluxe. This role will report to the manager

PRIMARY RESPONSIBILITIES

• Lead, mentor and manage a team of order management specialists (AC, Sr AC, Account Specialist).
• Act as a primary liaison between team members and clients, collaborating closely with Client Lead to implement strategic initiatives aimed at optimizing management processes and efficiency
• Ownership of complex orders from entry to completion, ensuring accuracy and timeliness throughout the process. This includes managing due dates, assessing asset workability, and working in close collaboration with relevant teams
• Conduct thorough validation of workflows to ensure processes are efficient, effective and compliant with company and client standards and requirement
• Ensure centralized project tracking tools like the Playbook are updated accurately in real-time and any non-compliance to be shared as feedback
• Ensure the team is following tasks as per the Order Management RACI
• Work closely with the Title Manager to address any challenges that need to be communicated to the client
• Manage team capacity and ensure projects are equally distributed and assigned per skill and capacity
• Lead project planning efforts, defining ‘micro milestones’ and establishing clear timelines for order fulfillment
• Serve as a primary point of contact for cross-functional leads, providing regular updates on order status and escalating any issues or concerns as needed
• Collaborate with Billing or Pre-Billing teams as necessary to ensure accuracy in the billing of completed work. Verify all services rendered are properly documented and billed according to established structure and client agreements
• Take ownership of data management in core internal systems (Sfera, ONE) or client systems, ensuring all relevant information is accurately recorded and maintained. Regularly audit data to identify discrepancies/errors and take corrective action as needed
• Project planning for change management and maintain clear communication on changed project plans to downstream teams
• Ensuring client expectations in terms of SLAs for quality and OTD are met monthly. Any deviations need to be escalated and a plan set in motion to avoid repeats
• Making sure your cluster is adequately staffed and to ensure all ACs are punctual, regular, productive and are efficiently utilized
• Making sure HR policies and WorkDay compliance is 100% and teams are effectively and efficiently following Deluxe policies
• Ensuring IMR and Client Rejection reports are updated by the BE provided deadlines
• Work with the Manager to review CAR/PIR and come up with corrective and preventive actions
• Manage updates in the Client specific documents with policy and process changes and train the clusters on the same and attend meetings that affect production and policies and disseminate the information to the cluster
• Take on client specific process improvement tasks as assigned by the Assistant Manager to improve customer satisfaction
• Attend briefing from the QPI POC to stay abreast of QPI and drive QPI initiatives along with the Assistant Manager
• Work with the ACs on process improvement initiatives and kaizen activities. Sharing updates received from the Clients on projects to keep every dept in the loop
• Ensure team members are performing all necessary tasks per desk specific SLAs (this would include research and response to the Client with a detailed root cause analysis on a day-to-day basis)
• Keep abreast of the team’s progress in terms of performance metrics, behaviour, attitude and keep necessary owners informed
• Conduct 1:1s monthly/bi-monthly to share progress and feedback against the employee’s goals
• Attend leadership programs sponsored by the company
• Act as backup for another cluster if requested by Manager
• Always keeping the team engaged and motivated by conducted regular one on ones, share progress against the individual and generic goals and keeping Leadership informed of any deviations
• Any improvements for persistent performance or behavioural issues to be routed via the PIP or CAF process involving HRBP
• Keep abreast of process changes and ensure the team is well versed with the change and is able to adapt and adopt by the timelines provided

QUALIFICATI

• ONS:5-6 years’ experience across client services/order management in a client-facing capacity, with demonstrated management ability
• Proven experience in order management & processing or similar
• Ability to manage and delegate end-to-end order management process, maintaining timeliness and accuracy
• Proven ability to collaborate effectively with cross-functional teams, including senior leadership, locally and globally, fostering a collaborative mindset and teamwork approach
• Proven ability to build and maintain strong relationships with internal and external stakeholders
• In-depth understanding of post-production processes, including marketing campaign execution
• Familiarity with industry standards and best practices
• Efficient in managing time and tasks effectively, with ability to prioritize competing demands while meeting deadlines
• Skilled in escalation management and crisis resolution
• Comfortable and skilled in working with data, with ability to effectively interpret, synthesize and integrate complex data into systems
• Performance and metric driven, ability to analyze data and make recommendations
• Flexible to work night shifts and rotational shifts per business need
• Ability to multi-task and take on varied tasks and strong organizational skills. Ability to work under pressure and work towards achieving team goals. High degree of commitment to work. High performance standards
• Pro-active attitude, actively problem solve, or actively employ problem-solving techniques simultaneously ability to remain calm and focused under pressure
• Has experience in a leadership capacity with IC reporting directly in pervious roles.

Equal Employment

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, creed, national origin or ancestry, sex, age, or any other discriminations.