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Team Leader - Client Services

DLL - Sydney, NSW

Banking & Finance
Source: uWorkin


Team Leader - Client Services

As the Team Leader – Client Services you will oversee the operation of the Client Service team. Optimizing service to our internal and external customers as well as the development and performance of the team. In your role you will provide operational and functional guidance and support to the team (approx. 5-6 people), constantly monitoring workflow to ensure service level agreements are met as well as managing relationships and expectations with the Account Managers and other department heads, this role reports to the Client Service Manager.

Day To Day

  • Monitor and manage daily activities of the team and delegate tasks accordingly to ensure all resources are being used effectively and service agreements of quantity and quality are met, managing resource levels during key periods, communicating any delays in turnaround times with other departments.
  • Identify and resolve problems before they impact on DLL, customers, dealers and/or vendors.
  • Ensure excellent customer service is provided to all internal and external stakeholders in both verbal and written communications.
  • Ensure daily processes are completed and updated procedures are maintained, ensuring procedures are enforced and all tasks are completed in compliance with company policy.
  • Responsible for daily statistics and KPI reporting.
  • Ensure compliance with internal and external audit and data quality requirements within given timeframes.
  • Provide support and assistance to the team where required and resolve escalated issues.
  • Handling and solving of operational incidents and complaints including identifying root causes of process issues and managing resolutions.
  • Performance management of team members, providing regular individual feedback and facilitating team meetings.
  • Work with the training manager to determine training requirements and develop high impact training for the team
  • Identify individual development needs and provide training and development.
  • Assist the Operations Manager with design and implementation of various CPI initiatives
  • Assist the Operations Manager with maintenance and testing of IT systems when required.
  • Reconciliation of daily reports.
  • Providing support to the team when dealing with queries from, dealers, vendors and account managers via phone and email.


Your profile:
  • Experience in banking/vendor finance/leasing in Sales Support and Operations areas.
  • Knowledge of various vendors industries, business units and products
  • Understanding of documentation, lease products, credit risks and compliance policies.
  • Understanding of vendor subsidy programs including manual calculation.
  • Previous people management experience with the ability to supervise, motivate and lead a team.
  • Ability to effectively share knowledge and develop team skills.
  • Ability to take initiative and responsibility.
  • Good time management with ability to manage conflicting demands and meet deadlines.
  • Exceptional relationship management skills with the ability to identify and meet internal and external customer requirements and effectively manage multiple stakeholders.
  • Assist Account Managers in delivering new lease volume and meeting customer expectations.
  • Ability to suggest improvements to systems and processes.
  • Knowledge of workflow management and applications.
  • Exceptional communication skills (written & verbal).
  • Strong analytical and problem solving skills.
  • Strong attention to detail.
  • Intermediate to advanced computer skills.
  • Ability to work within a team and autonomously.

  • Positive and flexible outlook
  • Resilience

Our Culture

At DLL, we consider our people our biggest asset. That’s why you’ll be treated as a member, not just an employee. Together we create an informal, but professional atmosphere that is hard to find elsewhere. We also encourage members to seek out the best skills across all our offices, because the more networked we are as an organization, the more effective we can be at seeing more than a customer and working harder as a partner.

All Members Enjoy
  • Two working days per year volunteering for a local charity
  • Flexible hours with possibility to work from home (within job scope)
  • Career development opportunities: online learning, member development programs
  • Company insurance package
  • Flexible leave purchase
  • Influenza vaccinations

Additional Information
  • The job advertisement may close before the deadline of applications if a suitable candidate is identified
  • The selection process may involve an assessment
  • Applications via email will not be reviewed. Please apply online via our career website.
  • DLL’s referral program applies.
  • For more information you can contact Janike Lai, HR Business Partner, via janike.lai@dllgroup.com

Screening is part of the application procedure and DLL screens all new employees according to the “DLL Global Screening Policy” in order to ascertain whether the applicant may hold a position at DLL.

DLL In a Nutshell

DLL specializes in asset-based financial solutions for equipment manufacturers, dealers and distributors in the Agriculture, Food, Healthcare, Clean Technology, Transportation, Construction, Industrial and Office Technology industries. We operate in more than 35 countries to enable businesses to obtain and use the assets they need to contribute meaningfully to the world. Our offerings include vendor finance, commercial finance, life cycle asset management, and leasing. For more information about our organization, visit www.dllgroup.com.