Team Lead, Program Management

Key Responsibilities

• Continuously evaluate team processes, workflows, and systems to identify opportunities for improvement, driving operational efficiency, consistency, and service excellence. Recommend and implement enhancements to optimize performance. 
  
  
• Partner with the line manager to develop and execute operational strategies that enable the team to achieve key performance indicators (KPIs), objectives and key results (OKRs), and broader business goals. 
  
  
• Lead the ongoing development of team members through structured monthly coaching sessions focused on technical capability, process excellence, and professional growth. Collaborate with the line manager to create targeted development plans and reinforce continuous learning. 
  
  
• Serve as a trusted communication lead by cascading operational updates, ensuring alignment across the team, and maintaining accurate documentation, meeting minutes, and records of key decisions and approvals. 
  
  
• Plan, prioritize, and delegate work across the team to balance workloads and meet service commitments. Review deliverables to ensure quality, accuracy, and adherence to established standards, providing timely feedback and coaching where needed. 
  
  

• Partner with line manager to manage operational escalations, ensuring issues are addressed promptly, stakeholders are kept informed, and appropriate resolutions are implemented. 
  
  
• Actively facilitate and contribute to local and global team meetings, fostering collaboration, knowledge sharing, and alignment across cross-functional and geographically distributed teams. 
  
  
• Support day-to-day team operations by partnering with the line manager to oversee administrative activities, including attendance tracking, leave management, and workforce planning. 
  
  
• Review and validate team attendance records to ensure payroll data is accurate, complete, and submitted within established timelines. 
  
  
• Prepare, analyze, and communicate team performance metrics and operational reports, providing actionable insights that support data-driven decision making and continuous improvement. 
  
  
• Provide regular updates to the line manager on team performance, accomplishments, challenges, risks, and development opportunities to support coaching, performance management, and career growth. 
  
  
• Lead the onboarding and training of new team members by delivering structured learning plans, coaching on processes and best practices, and ensuring a successful transition into the team. 
  
  

Skills, Knowledge & Expertise

• Demonstrated experience leading operational teams or initiatives, with a strong understanding of team performance, service delivery, and continuous process improvement. 
  
  
• Proven ability to influence and collaborate across teams, building strong relationships and driving alignment on processes, priorities, and best practices without direct authority. 
  
  
• Strong organizational and time management skills, with the ability to effectively manage multiple priorities, projects, and competing deadlines in a fast-paced environment. 
  
  
• Excellent verbal and written communication skills, with the confidence to present information clearly, facilitate discussions, and engage stakeholders at all levels of the organization. 
  
  
• Experience working cross-functionally with global teams and stakeholders, demonstrating adaptability, collaboration, and a customer-focused mindset. 
  
  
• A proactive, solutions-oriented approach with strong problem-solving skills, sound judgment, and a willingness to take ownership of challenges through to resolution. 
  
  
• Bachelor's degree in Business Administration, Project Management, Programme Management, Organizational Development, or a related field is preferred. Equivalent professional experience will also be considered. 
  
  
• Previous experience leading, mentoring, or coaching a team in an operations, project management, or professional services environment. 
  
  
• Experience working with performance metrics, KPIs, SLAs, or OKRs to drive team success. 
  
  
• Experience using project management, workforce management, or service delivery platforms (e.g., Kantata, Jira, Salesforce, ServiceNow, or similar tools) is an advantage. 
  
  
• Experience working with geographically distributed or global teams is highly desirable. 
  
  

• Focusing on Clients and Customers.  
  
  
• Working as One NCC.
  
  
• Always Learning.
  
  
• Being Inclusive and Respectful. 
  
  
• Delivering Brilliantly.