NDLS Team Lead

at  SGS

SGS IS THE WORLD’S LEADING INSPECTION, VERIFICATION, TESTING AND CERTIFICATION COMPANY. WE ARE RECOGNISED AS THE GLOBAL BENCHMARK FOR QUALITY AND INTEGRITY. WITH MORE THAN 99,600 EMPLOYEES, WE OPERATE A NETWORK OF MORE THAN 2,600 OFFICES AND LABORATORIES AROUND THE WORLD. WE DELIVER GLOBAL SERVICE WITH LOCAL EXPERTISE, TO MARKET LEADING CLIENTS ACROSS 10 DIFFERENT INDUSTRIES WORLDWIDE.

Job Description

THE IDEAL CANDIDATE SHOULD POSSESS THE FOLLOWING ATTRIBUTES/SKILLSETS:

• Dynamic, confident, and motivated individual with a proven track record within the Operations and Service Delivery Sector
• Experience in both Supervisory and Client Facing Roles an advantage
• Capacity to manage challenging KPI’s for internal and external customers
• Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
• Team management and process improvement capabilities and expertise
• Strong customer service focus and experience
• Fluency in both written and oral English – excellent documentation skills required
• Excellent communication skills vital to this role
• Demonstrate the ability to be flexible/adaptable, reliable, and tolerant in a changing working environment whilst maintaining efficiencies
• Initiative and excellent problem-solving skills in a fast-paced environment
• Successful candidate should be pro-active, have excellent organizational skills and attention to detail

Qualifications

• Experience in both Supervisory and Client Facing Roles an advantage
• Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
• Team management and process improvement capabilities and expertise
• PC Proficiency and knowledge of MS Office applications
• Successful candidate should be pro-active, have excellent organisational skills and attention to detail
• Strong customer service focus and experience
• Fluency in both written and oral English – excellent documentation skills require

REPORTING TO THE REGIONAL SUPERVISOR, THE SUCCESSFUL CANDIDATE WILL BE RESPONSIBLE FOR THE FOLLOWING ACTIVITIES:

• Supervision of NDLSFO staff
• Responsible for the day to day running of the National Driver Licence Service centre, ensuring that staff are completing the application processing, customer registration, verification, authentication and payment processing activities in accordance with standard operating procedures, productivity and service level requirements.
• Responsible for ensuring all Verification Officers are compliant with utilisation of the Front Office Solution and Dual Screen Technology
• Liaising with the Regional Supervisor in relation to process improvements or potential efficiencies that can be gained within the centre.
• Driving excellence and ensuring the highest level of service is delivered to our customers
• Deal effectively with customer complaints, queries or issues raised in the centre where required.
• To maintain staff rosters, sickness and annual leave records under the instruction of the Regional Supervisor/ Operations Manager.
• To escalate any breaches in procedure observed on site which compromises the security/integrity of the application process or the application package.
• Maintain stock reports, equipment and daily task checklists, and escalate any health & safety hazards within a centre if identified.
• Ensure that data protection standards are maintained to the highest standard
• Maintain employee morale
• Leading onboarding and training of new staff
• Ensuring all training documents for new hires are submitted to the Regional Supervisor and Operations Manager in a timely manner
• Carrying weekly analysis of Error Reports including engagement with specific Verification Officers to ensure professional development is at the forefront of any weekly performance reviews
• Responsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management in the NDLS centres
• Leading and motivating the front office teams to deliver on agreed objectives, KPI’s and SLA’s and drive customer satisfaction
• At all times, adopt a safe behaviour by exercising due regard for the health and safety of yourself, colleagues, and clients, in line with the Company’s policies and procedures
• Ensure full compliance with the Company’s Code of Integrity, and act in accordance with SGS Ireland’s Equality & Diversity Policy

THIS IS NOT A DEFINITIVE LIST AND OTHER DUTIES MAY BE ADDED ON AN AD HOC BASIS

Qualifications

• Experience in both Supervisory and Client Facing Roles an advantage
• Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
• Team management and process improvement capabilities and expertise
• PC Proficiency and knowledge of MS Office applications
• Successful candidate should be pro-active, have excellent organisational skills and attention to detail
• Strong customer service focus and experience
• Fluency in both written and oral English – excellent documentation skills required

Additional Information