Service Team Lead

About the Role

We are looking for a Team Lead to support the ANZ SRAI Advanced Support Team. This person will be responsible for leading and running day-to-day responsibilities to ensure that all critical metrics and targets are met. The Team Lead will provide the help and support needed by the team to perform their roles effectively. The resource is expected to coach, mentor, and build a positive culture of excellence and integrity, driving results, leading performance, and making recommendations to promote safety, improve and elevate user experience and lead projects to further improve the process.

What the Candidate Will Do:

• Manage performance and drive results: You will analyze, strategize, implement action items and effectively drive your team to meet and exceed targets in quality, efficiency/productivity, customer experience and costs or other metrics where it is applicable. You will also collaborate with other internal or external support teams critical to delivering results.
• Lead, coach, mentor and engage: Support growth and development by building an engaged and high performing team with strong foundational values. You will coach and mentor your team leads and team members, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
• Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
• Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your TLs do the right thing each time even if it means doing the difficult things.
• Lead improvements on support logic and processes: You will review, manage and lead enhancements to current policies, processes and frameworks to ultimately provide world-class customer service and keep the platforms safe for all users.

Basic Qualifications

• Profound understanding of Uber's values
• Engaged and Values-Based Culture - Build a culture of excellence with strong team dynamics fostering Uber values and promoting integrity, inclusiveness and authenticity within the team
• Strong written and verbal communication skills
• Comprehension and Active Listening - You are able to attentively focus, listen effectively to understand the message, comprehend the information and respond thoughtfully. You’re able to engage and later recall specific details without needing information to be repeated unnecessarily.
• Thought Organization - You can present your ideas and message in a structured and cohesive thought stream reducing unrelated or irrelevant details to deliver clear and concise information 
• Storytelling and Effective Presentation - You are able to speak confidently and interact with different audiences to effectively to present a clear and understandable and compelling but factual narrative

Operational Excellence

• Customer Obsession - Willing to go the extra mile to attend to the customer's need, you have a customer-focused mindset and have deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer centric way
• Problem Solving - You are able to analyze data, trends and results to extract insights and provide analysis. You can identify and define problems accurately and generate or recommend solutions that are appropriate and effective
• Results Focused - You can influence and sustain positive outcomes consistently and despite changes in processes or targets
• Strong Leadership and People Management Skills
• Coaching and Development - Proven ability to coach, mentor and lead people managers (TLs) by effectively building positive and collaborative relationships within the team. Can monitor progress of team leads and can plan/discuss development opportunities of leads and their teams
• Stakeholder Management - You are able to build good relationships with stakeholders and can facilitate and drive meetings as needed and collaborate as thought partners to effectively drive consistent results
• Project Management - Ability to plan/manage and own strategic projects for his/her cohort targeting performance and process improvement
• Advanced Support or Risk Experience - Knowledge and experience in handling fraud investigations and advanced support concerns