As Team Leader, you will play an integral role in creating change for vulnerable people and provide focused leadership to a dedicated team based in our Regional Service Centre in Nairobi.

Your team provides case management services to refugee and humanitarian visa applicants and visa holders in support of the Australian Assisted Passage program.

You will lead and support your team by managing the workload allocation, workflow monitoring and coaching on performance to drive efficiencies within the team and increase productivity whilst ensuring case managers deliver superior service standards, assistance and effective support to our clients, customers, and your global peers.

Primary responsibilities:

• Provide high quality team leadership, support, and advice to case managers through coaching and feedback, policy compliance, advocacy, and escalation resolution.
• Workflow management ensuring caseloads, subcontractor activations and medical services appointments are managed in line with both internal and external Key Performance Indicators (KPIs).
• Review and monitor individual performance against KPI’s and provide regular monthly coaching and support to address gaps and improve efficiencies and productivity.
• Strong awareness and consideration of the political and religious sensitivities that apply to customers and their host countries specifically in your regional area.
• Close the loop on technical and/or service-related issues or complaints with a focus on areas that require training or additional support.
• Maintain excellent working relationships with regional representation of major stakeholders (see Key Relationships) in a culturally diverse area.
• Work closely with major subcontractors to support streamlined service delivery and triage / manage service escalations or risks.

To succeed in this role, you will need:

• Be a clear and frequent communicator with a high standard of written business English and good oral presentation skills.
• Previous experience gained in a similar role
• Strong interpersonal skills to build effective working relationships with the stakeholders
• Excellent attention to detail and organizational skills
• Experience working in a global/multinational environment is a plus
• National Passport and the ability to travel domestically and internationally