Team Lead- Outsourcing

Rogers Capital Technology is currently looking for its Team Lead Outsourcing who will be responsible for leading outsourced resources, managing customer relationships, ensuring service quality, and supporting business growth. Acting as the main point of contact between customers, management, and technical teams, the role ensures effective resource allocation, customer satisfaction, and continuous service improvement.Key ResponsibilitiesCustomer & Service ManagementMaintain regular communication with customers.Conduct service reviews and monitor satisfaction.Manage operational escalations and service quality.Understand current and future customer requirements.Ensure alignment between customer expectations and delivery capabilities.People ManagementLead and support outsourced team members.Manage leave planning, backup coverage, and business continuity.Conduct performance reviews and development discussions.Support training, certifications, and career progression.Promote employee engagement, retention, and a positive team culture.Resource PlanningManage resource allocation across customer accounts.Maintain visibility of skills, certifications, availability, and backup capacity.Anticipate staffing needs, resource gaps, and recruitment requirements.Ensure the right profile is assigned to the right customer.Technical CoordinationUnderstand customer technical requirements.Define the appropriate skill set and resource profile.Coordinate with infrastructure specialists when advanced expertise is required.Ensure consistent service delivery and technical quality.Business DevelopmentIdentify new customer needs and growth opportunities.Support account expansion and additional resource placements.Contribute to proposals, quotations, and customer presentations.Work with sales teams to develop outsourcing opportunities.Requirement: Minimum of 3 years' experience in a Team Lead position, ideally within the IT sector.Good communication and time management skills.Holder of a valid driving license.