Key Purpose of the Role

The Back Office Support Team Leader is responsible for leading, coaching, and overseeing a team of Client Relationship Partners , ensuring consistent service delivery, SLA adherence, and high‑quality query resolution in support of the Account Management function.

The role focuses on people leadership, service performance, operational excellence, and continuous improvement , ensuring CRPs operate as an effective centre of excellence and enable Account Managers to focus on relationship management and strategic engagement.

Areas of Responsibility

• Lead, coach, and manage a team of Client Relationship Partners (CRPs) including conducting of regular performance management and development discussions.
• Ensure end‑to‑end ownership and timely resolution of queries in line with agreed SLAs and quality standards.
• Monitor and manage daily workflow, capacity, and backlog across CRP work pools. <...