Workplace Solutions Team Lead - Equity Plan Management

Role Overview

Global Shares is seeking a Team Lead for Equity Plan Management within the Workplace Solutions sector. The incumbent will provide leadership, coaching, and development to a team focused on delivering exemplary service to corporate clients managing employee share plans. The role demands effective communication and collaboration with various business units to optimize service quality and motivate the team to achieve collective targets.

Key Responsibilities

• Lead and oversee an Equity Plan Management team ensuring both customer satisfaction and timely completion of tasks.
• Formulate and implement strategic approaches for the team to achieve set objectives.
• Track team development and arrange necessary training interventions.
• Clearly communicate directives to team members and actively consider their feedback, addressing any issues.
• Evaluate team member performance to uphold high-quality service delivery.
• Supervise and manage a portfolio of companies' employee share plans within the team’s framework.
• Manage daily operational workflows including events and repeated tasks.
• Handle client escalations related to share plan transactions and maintain direct communication.
• Ensure prompt processing of operations, encompassing data handling, reconciliation, reporting, and resolution of issues.
• Collaborate with client implementation teams for onboarding of new clients onto the software platform.
• Develop and maintain procedural documentation to ensure accurate transaction handling and minimize risks.
• Monitor key client metrics such as revenue and profit, providing reports as needed.
• Continuously improve customer satisfaction standards as measured by surveys.
• Coordinate and cooperate with other business departments to support overall operations.
• Lead user acceptance and regression testing activities as required.
• Contribute to the identification and implementation of new system tools and enhancements.
• Engage in client-facing activities including business development and presentations.
• Work with Product teams to devise innovative client solutions and system improvements.
• Collaborate with IT Support to resolve software-related issues and escalations.
• Regularly report on team progress and outcomes.
• Participate in internal projects and provide cross-team support.
• Liaise with third-party vendors as necessary.
• Manage HR-related tasks including use of HR systems and general activities.

Required Qualifications and Skills

• Demonstrated strong leadership capabilities.
• Excellent communication and active listening skills.
• Proficient numerical skills with emphasis on data analysis.
• Ability to standardize and streamline processes, with clear documentation practices.
• Advanced proficiency in Excel preferred.
• Capable problem-solver with a proactive and innovative approach to maximize efficiency and profitability.
• Self-driven and resilient while managing multiple priorities in a fast-paced environment under tight deadlines.

Preferred Qualifications

• Degree in Business, Finance, or an equivalent qualification or experience.