Team Leader Digital Customer Operations

SITA

Provide direction and leadership to the team, aligning their efforts with organizational goals.

Monitor, assess, and provide feedback on individual and team performance, ensuring KPIs, SLAs, and objectives are achieved.

Develop and track team and service-level KPIs, ensuring results are regularly reported to management and stakeholders.

Identify and foster growth opportunities for team members, supporting their professional development.

Foster a positive work environment by engaging and motivating the team, to support people growth and development.

Address and resolve conflicts within the team in a fair and constructive manner.

Collaborate with team members to set clear, achievable objectives and track progress.

Guide team members through coaching and mentoring to enhance their skills and capabilities.

Participate in the hiring process, ensuring the right talent is brought into the team.

Anticipate team resource needs and plan for current and future capacity requirements.

Assign tasks appropriately based on individual strengths and workloads to ensure efficiency.

Provide timely and constructive feedback and recognize contributions and achievements, including developing Performance Improvement Plans.

Act as a role model of SITA values and adherence to organizational policies, ethics, and relevant regulations (i.e., timesheets properly tracked for P&L effect, and vacation planning)

Lead and support the team through change, providing guidance and minimizing disruptions.

Make informed decisions that balance team needs, business objectives, and available resources.

Ensure clear, transparent communication between the team and other stakeholders, promoting collaboration and alignment.

Develop and implement action plans annually, according to the results of annual surveys (including the annual staff survey), ensuring clear communication of the actions and status.

Lead the coordination and management of critical incidents from identification through to resolution ensuring timely restoration of affected services.

Drive operational governance by preparing performance reports, dashboards, and insights to leadership.