Job Description

Essential duties

Team Leader Duties
• Lead, coach, and develop the Sales Support & Operations team to achieve productivity, quality, and service-level targets
• Manage workload allocation, priorities, and coverage to support sales cycles and reporting deadlines
• Conduct regular performance reviews, coaching sessions, and skills development activities
• Manage unplanned absences, assist in planning scheduled leaves and facilitating necessary coverage
• Provide necessary organisational information to team
• Collate organisational data and produce reports in agreement with the Head of Transaction Services

Sales Support & Operations
• Oversee end-to-end sales support activities including:
o Sales quotation/ oppportunity and order validation
o Contract and documentation support
o Billing readiness and handover to Finance/Billing teams
• Provide end to end Sales Support & Operations ownership for the Device as a Service (DaaS) product, ensuring the team understands and adheres to the process, guides the team through its operational complexity and actively identifies opportunities for process improvement and efficiency.
• Ensure adherence to sales policies, approval matrices, and commercial governance standards

Systems & Data Governance
• Ensure accuracy, completeness, and timeliness of data in systems such as Salesforce, D365, ServiceNow, or other CRM/ERP tools
• Own operational checks/ governance in Sales quotation & order process and invoicing cut-off cycles.

Stakeholder Management
• Collaborate closely with Sales, Finance & Commercial, and IT Servies Team to align processes and expectations
• Provide clear, concise operational updates and insights to leadership

Reporting & Continuous Improvement
• Deliver regular reporting on team performance, deal turnaround times, backlog, quality metrics, and SLA adherence
• Identify process inefficiencies and lead continuous improvement initiatives
• Support change management initiatives related to system migrations, new offerings, or process redesign

Qualifications & Experience

• 5+ years’ experience in Sales Support, Sales Operations, Order Management, or a related function
• Previous experience leading or supervising a team
• Hands-on experience with CRM and ERP platforms (e.g. Salesforce, D365)
• Experience working with cross-functional stakeholders in Sales, Finance, and IT Operations
• Tertiary qualification in Business, Commerce, or a related discipline (desirable)
• With experience in similar industry (Offshore Services, IT industry) Skill Sets

• With Leadership and Management abilities
• Proficient in MS applications, and other CRM and ERP platforms (e.g. Salesforce, D365)
• Demonstrated attention to detail and customer focus.
• Ability to complete functional tasks and set priorities.
Ability to respond with a sense of urgency.
• Demonstrated excellent verbal and written communication skills.
• Demonstrate the ability to deliver output as required.