Team Lead Compliance

7 hours ago

Islamabad, Islamabad, Pakistan JAPAN ELECTRONICS Full time
Overview

Job Title: Team Lead – Compliance (After-Sales Support)

Department: Customer Care / After-Sales

Location: Head Office, Islamabad

Reports To: Manager Customer Care / Head of After-Sales

Employment Type: Full-Time

Position Summary: Japan Electronics is seeking a skilled and experienced Team Lead – Compliance to manage after-sales support within the Consumer Electronics sector. This role is responsible for ensuring compliance in customer care operations and call centers, maintaining service level agreements (SLAs), monitoring performance, and driving initiatives that enhance customer experience. The position requires strong leadership, analytical skills, and the ability to implement process improvements that directly impact customer loyalty and brand reputation.

Key Responsibilities
  • Lead and supervise compliance activities within customer care and call center teams to ensure adherence to SLAs and company policies.
  • Monitor and analyze KPIs to identify trends, gaps, and opportunities for service delivery improvements.
  • Manage escalation processes and resolve complex customer concerns effectively and promptly.
  • Collaborate with cross-functional teams to design and implement corrective actions and process enhancements.
  • Drive continuous improvement initiatives aimed at improving customer satisfaction and operational efficiency.
  • Ensure training and awareness for team members on compliance requirements and company standards.
  • Prepare and present regular reports on compliance status, performance metrics, and customer feedback to senior management.
Required Qualifications
  • Proven leadership experience in customer care or call center operations, preferably within the Consumer Electronics industry.
  • Strong knowledge of compliance standards and SLAs in after-sales support.
  • Ability to analyze performance data and translate insights into actionable outcomes.
  • Excellent problem-solving skills with a customer-first approach.
  • Strong communication and interpersonal skills for team leadership and stakeholder engagement.
  • Proficiency with customer service software and performance monitoring tools.
Preferred Qualifications & Benefits
  • Experience in fast-paced, dynamic environments with a focus on continuous improvement.
  • Familiarity with quality management systems and regulatory requirements in the consumer electronics sector.
  • Opportunities for professional development and career progression.
  • Collaborative work culture that values innovation, compliance, and customer satisfaction.
Skills Required
  • Compliance Management
  • Customer Care Operations
  • Call Center Management
  • Service Level Agreements (SLAs)
  • Key Performance Indicators (KPIs)
  • Customer Service Excellence
  • Customer Experience Improvement

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