Team Leader Sales Back Office

Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period so your application can move forward.

Key Accountabilities

- Lead and supervise the Sales Back Office team responsible for supporting Account Managers, raising customer-related activities, and coordinating sales support requirements across the customer lifecycle.
- Ensure customer requests and activities are raised accurately, completely, and in line with business requirements, internal procedures, and agreed service levels.
- Manage the team’s daily operational activities related to customer requests, document validation, activity creation, follow-ups, and coordination with relevant sales support functions.
- Validate customer documents, forms, approvals, and supporting information to ensure completeness, accuracy, and compliance with internal and regulatory requirements.
- Ensure all customer-facing and internally submitted documents are properly reviewed before being processed or shared with other functions.
- Monitor workload distribution across team members and ensure optimal utilization of resources to support Account Managers and business demand.
- Track and enforce adherence to SLAs, KPIs, and operational targets, taking corrective action where required.
- Act as the main escalation point for complex customer documentation, activity creation, approval, compliance, and coordination issues.
- Maintain close coordination with Account Managers, Sales Operations, Bid Management, Solution Consultants, Delivery, Legal, Finance, Regulatory, and other internal stakeholders to support smooth processing of customer requests.
- Ensure timely follow-up on pending activities, approvals, missing documents, customer clarifications, and internal dependencies.
- Drive consistency and quality in the way customer requests are received, validated, processed, tracked, and handed over to the relevant support teams.
- Identify operational bottlenecks, recurring documentation issues, process gaps, and opportunities for automation or process improvement.
- Ensure compliance with internal policies, regulatory requirements, audit requirements, governance standards, and customer documentation controls.
- Review and validate operational reports, trackers, dashboards, and management updates related to Sales Back Office activities.
- Prepare management summaries, operational insights, and status updates to support decision-making and service improvement initiatives.
- Drive continuous improvement in processes, controls, communication channels, documentation standards, and service quality across the team.
- Coach, guide, and develop team members to improve accuracy, responsiveness, customer focus, and understanding of internal processes.
- Conduct regular performance reviews, provide feedback, and support the professional development of team members.
- Support management in implementing new processes, systems, tools, regulatory changes, and organizational initiatives affecting the Sales Back Office function.

Qualifications, experience, skills and competencies

Qualifications

- University degree needed.

Experience

- 5+ years of professional experience, with at least 2–3 years in sales support, order management, service delivery support, or technical/operational roles.
- Minimum 1–2 years of experience in a supervisory or team leadership capacity is preferred.
- Experience in telecom operations, CRM, billing, invoicing, and service fulfilment environments is highly desirable.

Skills

- Strong leadership and people management skills, with the ability to guide, coach, and develop a team.
- Strong analytical and problem-solving skills, with the ability to manage operational issues and drive resolution.
- Strong planning, prioritization, and organizational skills.
- Strong reporting and data analysis skills, with advanced ability to prepare and interpret operational reports.
- Excellent communication and interpersonal skills, with the ability to engage effectively across all organizational levels.
- Strong working knowledge of CRM, billing, invoicing, reporting tools, and Microsoft Office applications, especially Excel and Outlook.
- Good understanding of order-to-cash processes, service provisioning workflows, and customer support requirements.
- Ability to work under pressure, manage multiple priorities, and maintain service quality in a fast-paced environment.
- Ability to identify process gaps and implement practical improvements.
- Commercial awareness and customer-oriented mindset.