Team Lead - CS

JOBOVERVIEW

DEPARTMENT/FUNCTION

(If Any)

Global Delivery Hub (GDH) - Corporate Secretarial

JOBTITLE

Team Lead

LOCATION

KualaLumpur,Malaysia

REPORTTO

Manager

DIRECTSTAFF

Yes/No

WORKINGRELATIONSHIP

Internal

• BusinessUnits
• Stakeholders

External

• Vendors, Projects Stakeholders

ABOUT THIS ROLE

Accountable for end-to-end service delivery performance, team capacity management, stakeholder confidence, and execution discipline within the Global Delivery Hub.

The Team Lead translates organizational strategy, transformation initiatives, and digital adoption into consistent daily operational excellence, ensuring teams deliver accurate, timely, and reliable corporate secretarial services while maintaining high engagement and operational resilience.

KEY RESPONSIBILITIES

1. Delivery & SLA Ownership (Critical - Business Accountability)

The Team Lead is responsible for overall service delivery outcomes and operational reliability.

Key Responsibilities:

• Ensure SLA, turnaround time (TAT), accuracy, and quality targets are consistently achieved.
• Monitor daily, weekly, and monthly productivity outcomes.
• Maintain alignment between volume demand and available FTE capacity.
• Manage task queues, backlog levels, and aging deliverables.
• Identify and escalate operational risks before SLA breaches occur.
• Maintain oversight of work allocation and case distribution.

2. Capacity & Workforce Optimization

Team Leads ensure service stability despite operational fluctuations or organizational changes.

Key Responsibilities:

• Conduct weekly volume forecasting and workload planning.
• Rebalance work dynamically across team members and processes.
• Maintain skills mapping and cross-training plans.
• Optimize resources during structural shifts or workload spikes.
• Support smooth transitions during restructuring or operational changes.
• Ensure the team maintains sufficient capability coverage across key processes.

3. Data-Driven Performance Leadership

The Team Lead must be analytically confident and operationally informed.

Key Responsibilities:

• Interpret performance dashboards and operational reports.
• Identify productivity, quality, or SLA risks before escalation is required.
• Use data insights to coach team members and improve productivity.
• Monitor individual and team performance metrics.
• Translate data trends into clear improvement action plans.
• Maintain transparency in performance monitoring.

4. People & Energy Leadership (Critical)

In a fast-changing GDH environment, leadership must sustain both productivity and morale.

Key Responsibilities:

• Provide regular coaching and performance feedback to team members.
• Adapt leadership style to different experience levels and generations.
• Maintain team engagement during periods of operational change.
• Identify and develop future leaders and second-line capabilities.
• Monitor team energy levels, workload balance, and burnout risks.
• Foster a collaborative and accountable team culture.

5. Change & Digital Adoption Leadership

Team Leads act as frontline drivers of transformation and digital adoption.

Key Responsibilities:

• Champion the adoption of workflow systems and operational tools (e.g., Enate, dashboards, automation platforms).
• Drive process standardization and documentation discipline.
• Identify opportunities for process improvements or automation.
• Participate in transformation initiatives and system implementations.
• Translate organizational changes into practical operational guidance for the team.

6. Stakeholder & Client Confidence Management

Team Leads safeguard service reputation and stakeholder trust.

Key Responsibilities:

• Ensure client queries are acknowledged within 24 hours.
• Manage escalations with professionalism and clear communication.
• Maintain consistent communication standards across the team.
• Build trust with internal stakeholders and external clients.
• Ensure root cause analysis (RCA) frameworks are applied correctly.
• Monitor implementation of corrective and preventive actions following incidents.

REQUIREMENTS

Qualifications

• Minimum 8 years of Corporate Secretarial or governance operations experience.
• Prior experience supervising or leading operational teams preferred.
• Strong knowledge of corporate secretarial processes, filings, and regulatory compliance.
• Experience with workflow management systems (e.g., Enate, Viewpoint, dashboards).
• Demonstrated ability to manage operational delivery and people leadership simultaneously.

.

Key Skill & Traits

Strategic Thinking at Operational Level

• Understand how organizational transformation and restructuring affect workload.
• Align team priorities with broader operational goals.

Agility Under Ambiguity

• Operate effectively during shifting priorities and evolving roles.
• Make decisions with incomplete but actionable information.
• Promote and upliftpositive team morale amid change or transformation.

Continuous Learning Mindset

• Continuously upgrade digital and leadership skills.
• Encourage digital literacy within the team.

Commercial Awareness

• Understand cost-to-serve and productivity drivers.
• Improve operational efficiency without compromising quality.

WHY JOIN US

• Opportunity to work within a global corporate secretarial delivery environment
• Exposure to multi-jurisdiction corporate governance processes
• Structured environment that supports skills development and cross-training
• Collaborative team culture focused on accuracy, reliability, and continuous improvement