Global Head of Business Line at Tek Experts

Career at the company

At Tek Experts you will discover world-class opportunities. We give you the freedom, resources and support to help you map your global career path in IT and shape your future for the long term.
By joining Tek Experts, you join a community that will help you discover the expert in you.
We foster an environment of collaboration and trust where everyone feels part of something great. We are a global company that cherishes uniqueness and rewards exceptional people.
If you are ready to jump-start your IT career, then check out our job openings and imagine where a career at Tek Experts can take you!

Job Description

There is a place for every kind of brilliant. It is here at Tek Experts!

Have you considered how to take your career to the next level? Do you have a passion for delivering best in class IT support directly to consumers? Does taking responsibility for delivering extraordinary customer service whilst travelling the world interest you? Are you looking for a rapidly growing company to provide you with interesting challenges? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.

What do we do?

Tek Experts provide the perfect blend of people and technology. We provide world class support for software solutions on behalf of our clients, where our people deliver exceptional services. We believe technology should be an enabler; provide timely data and insight that equips our front-line teams to better serve customers anywhere in the world. 

What are we looking for?

Due to our rapid expansion we are looking for our next Global Head of Business Line. With a background in IT support and extensive consumer experience, as part of our management team, you will monitor, grow and lead the overall performance and targets of your staff. Your success will be driven from your previous experience of leading support teams of at least 300 global team members. Reporting to the Chief Operations Officer, you will have complete control to deliver exceptional customer support 24/7 worldwide to a leading global organization.

Duties and Responsibilities

• Pro-actively manage client, staff and organizational requirements to meet key customer KPI`s and SLA’s including accurate reporting of performance and delivery;
• Ensure effective client delivery through management of headcount, talent acquisition; lines of communications with internal and external partners, performance management and people development;
• Take ownership of business processed which may involve building new or improving current processed and then implementation and maintenance;
• Ensure stakeholders (internal and external) are proactively managed including senior client contacts, international stakeholders and partners including such areas as operational updates, plans and issues and business and workflow reviews to diagnose areas of improvement;
• Driving CSAT and pushing for reaching an extra mile – growth and expansion for LOBs based in partnership and ace results;
• Client Interaction – managing the relationship and brand;
• Innovation to improve efficiency and effectiveness of service delivery;
• Manage action planning and implementation of outcomes by ensuring effective reporting is in place.

Competencies

• A background in delivering commercial support is critical;
• Strong organizational, planning, leadership and management skills with presentation skills all delivered with a confident and professional manner;
• Experience leading a support team of at least 300 global team members;
• Excellent soft skills including critical thinking, decision making, conflict resolution, influence and negotiation skills;
• Committed to self-development and the development of others;