Team Leader - Enterprise (Menu Management)
Job Description
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills along with training of team members the maximize their potential.
- Display excellent interpersonal skills to build quality relationships with the team and with customers and be goal-driven.
- Coordinate with Internal stakeholders like Onboarding team, Support Team, Engineering Team, Senior Leadership.
- Coordinate with External parties like Restaurants (Corporates and Franchises), Ordering Platforms and the POS team
- Ensure the Blocked Client and Blocked Internal queues are regularly reviewed, and the team conducts timely follow-up.
- Continuous monitoring of Menu Inflow and minimize ZenDesk aging.
- Ensure smooth functioning of the day-to-day activities of the team.
- Conduct daily sync calls with the team and discuss upcoming Menu Launches/Menu Updates/LTO Launches.
- Timely review of Menu Mapping Tracker and ensuring the team is updating the task real-time and providing feedback to the defaulters.
- Delegate tasks to team members and mentor them for professional growth.
- Motivating the team to achieve organizational goals.
- Demonstrate ownership of weekly, monthly and quarterly reports, deliverable and activities.
- Conduct a transaction-level review of menus not meeting SLA standards and recommend corrective actions.
- Review and submit Root Cause Analysis within the specified timeframe and implement corrective action measures to prevent these issues in the future.
- Make recommendations to help reduce process variation and eliminate errors.
- Conducting monthly, quarterly & annual performance reviews.
- Address escalated client concerns and escalate any unresolved issues.
- Consistently contribute to process improvement initiatives.
- Devising individual learning and growth plans.
- Liaise with the training team to have required training executed and conduct training on a need-basis. Ensure timely completion of WorkRamp courses for self and team.
- Review Confluence articles regularly and ensure they are always up-to-date.
- Bachelorβs Degree β Preferably in Information Technology
- 3+ years of experience in the Information Services and Technology industry. Restaurant technology is a plus
- Preferred experience with JSON files, Postman, Datadog etc.
- Preferred experience with G-Suite, Zendesk, Asana, and Confluence is a plus
- Analytical skills to resolve complex issues
- Strong computer skills, proficient in MS Office applications
- Keen eye for detail and a strong sense of urgency
- Customer-oriented mindset
- Excellent communication skills (verbal and written)
- Problem-solving attitude
- Ability to collaborate effectively with co-workers to achieve Team and Organization goals
- Proactiveness
- Multitasking
- Demonstrate ownership of assigned brands and stores
- Ability to work effectively with global cross-functional teams in a fast-paced environment
- Excellent organizational, time-management, and follow-up skills
Date Posted
12/06/2024
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