The primary function of the Team Lead is the overall management of the operations for their designated team.  This includes providing leadership, coaching, training and mentoring to their team, and to ensure all critical aspects of department issues are met and resolved appropriately. The Team Lead will meet with and provide coaching and feedback to their employees around areas of improvement and identify areas of success.  

The Team Lead will be instrumental in assisting management by providing feedback on staff performance, client issues, and actions to be taken to improve the department and maintain success. The Team Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done.

What You'll Do:

• Supervising the work of their assigned group on a day to day basis which may include delegation of work assignments to various team members
• Provide training and assist with coaching and development of new and existing team members
• Facilitate business or team update communications through regularly occurring meetings, 1:1s or team huddles
• Are expected to provide input and recommendations to managers in the areas of performance management, promotional opportunities, employee terminations and performance issues which are generally followed by the manager
• Developing and implementing action plans to improve team or individual performance
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win-win” approach.
• Works with team members and managers to develop and communicate process improvements and updates to the team
• Request enhancements for internal systems or partner interfaces to improve workflow 
• Research and communication with Customers, External Partners, and internal service staff to answer all inquiries 
• Ensures quality service to our internal and external customers from their departments support team
• Works with all resources to become well rounded on all aspects of their designated department
• Keep track of team metrics and use them to measure staff performance and incentives

What You Bring:

•  Bachelor’s degree preferred
• Prior experience in a customer facing role is required
• Prior experience leading a team
• 2-5 years experience with Payroll and/or Retirement Plans is a strong plus
• Adaptability in a fast-paced environment with ability to identify customized solutions
• Experience in Process Improvement (SixSigma a plus)
• Strong collaboration experience in cross-functional teams with ability to drive culture