Job Description

Join our Team as a Offboarding Team Leader

Location: Gurgaon

Hours: UK Shift

About the role:

The Mobile Onboarding Team Leader is responsible for the onboarding and implementation of Mobile Products & Services for Onecom’s customers. The Team Leader will provide leadership to the Mobile Onboarding Team, this includes the day-to-day management of the team and has ownership of all processes that are required to support the successful onboarding of mobile services.

The Team Leader is responsible for championing service excellence for both internal and external stakeholders. This is achieved by consistently meeting departmental KPIs and fostering a culture of continuous improvement. By building collaborative partnerships with stakeholders and suppliers, the Team Leader will optimise operational processes and refine customer journeys to ensure they are seamless, efficient, and impactful.

Key Responsibilities

• Oversee the processing of customer Mobile Connections on all networks, to support sales order validation and provisioning across the Desk, Field and Enterprise Sales teams including; new connections, ports, upgrades and tariff changes.

• Objective and performance based KPI management, including performance management and personal development

• Employee HR management including sickness, capability, disciplinary/grievance, training and recruitment

• Provide detailed reports for, but not limited to, Sales Managers, to support understanding of workload (WIP), SLAs (orders/connections/targets)

• Act as the 2nd line escalation point for issues arising from Connections processes

• Engage with external customers to provide updates and guidance on resolution

• Ensuring lessons learned are documented and shared with key stakeholders to ensure process improvement

• Provide support, guidance and training for direct reports; ensuring the team have appropriate resources, knowledge & support to successfully execute their workload

• Design and implement new processes to improve efficiency and productivity for the team, our customers and the wider business

• Implementation and training for new products, tariffs and processes

• Support and guidance for complex networks, sales and solutions queries (including complex project roll out)

• Act as a key liaison between the Company and its external providers to meet the requirements to successfully provision customer orders

• Act as a key internal stakeholder to drive engagement across the business, initiate and execute continuous improvement activities

• Support Finance with validation, investigating and resolution relating to any errors or issues that may have been caused during sales order process

• Produce Monthly Reports on team productivity, capacity and provide recommendations and actions to drive improvement

• Act as an operational stakeholder in integration projects, contributing to planning meetings, conducting 'as-is' process reviews, and facilitating the delivery of training to ensure a smooth transition for the team.

• Act as the Subject Matter Expert and engage with appropriate project team when building new processes or system development (i.e. Salesforce)

• Supporting the Operations Manager (Operational Delivery) where necessary

• Any other duties as required by your line manager appropriate with the role

What makes you a great fit:

• Inspirational leadership, demonstrates success, promotes team responsibility

• Excellent communication skills; written and verbal

• Ability to build and maintain relationships at all levels

• Ability to motivate and drive a team to ensure they contribute to the overall success of the organisation

• Effective coaching skills – able to identify and support direct reports with training and guidance

• Performance manager – understands performance drivers, promotes self-management

• Change management - ability to work through an environment of change and effectively lead the Offboarding team through transitions beyond their control

• Excellent decision-making skills, taking ownership and responsibility

• High level of commercial awareness – understands how their role and other roles impact the business

• Able to remain calm when faced with challenging situations and individuals

• Delivers an exceptional customer experience and inspires others to do the same

• Able to plan and effectively prioritise own and team workload to ensure deadlines are met

• Adaptability and initiative

• A self-motivated and pro-active approach

• Strong IT skills and use of programs including Excel, Word and CRM systems

• Outstanding attention to detail and accuracy

Perks for our People:

• Holidays 18 days annual leave, + 6 public holidays

• Other Leave 7 days casual leave, 7 days sick leave

• Development In-House Training Academy

• Wellbeing Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.