SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

As a Team Leader at SD Worx, you will be instrumental in driving operational excellence
and delivering high-quality support services to our stakeholders, particularly our BE
colleagues. You will lead a team of customer support specialists, ensuring that day-to-day operations run smoothly and efficiently. Your role will involve coaching and mentoring team members, resolving complex issues, and fostering a culture of continuous improvement, agility, and innovation. You will also serve as a key point of contact for internal stakeholders, ensuring seamless collaboration across departments and contributing to strategic initiatives that enhance service delivery.

This position requires a visionary leader who can inspire teams, embrace change, and
promote ownership and accountability. You’ll be expected to share leadership
responsibilities, encourage disruptive thinking, and cultivate an environment of learning
and growth.

Which tasks can you expect?

Team Management & Resource Planning

• Lead, motivate, and manage a team of customer support specialists.
• Allocate tasks and responsibilities to ensure balanced workloads and operational
  efficiency.
• Conduct regular team meetings to share updates, address concerns, and foster
  engagement.
• Plan staffing levels and organize shifts to meet service demands and ensure
  coverage.
• Manage leave requests and maintain optimal team availability.
  
  Performance Monitoring & Improvement
  
  • Track team performance against KPIs and SLAs.
  • Provide ongoing feedback, coaching, and performance reviews.
  • Implement performance improvement plans and support career development.
  
  Customer Support & Escalation Handling
  
  • Oversee resolution of customer inquiries and ensure timely, accurate responses.
  • Handle escalated issues requiring higher-level intervention.
  • Ensure complex problems are resolved effectively and efficiently.
  
  Process & Quality Enhancement
  
  • Identify and implement process improvements and best practices.
  • Ensure support procedures are documented and consistently followed.
  • Drive initiatives to improve service quality and customer satisfaction.
  
  Stakeholder Collaboration
  
  • Act as a liaison for internal stakeholders, including BE colleagues and other
  departments.
  • Foster strong relationships to understand stakeholder needs and expectations.
  • Coordinate cross-functional efforts to resolve client issues

Training & Development

• Identify training needs and develop tailored programs for team members.
• Facilitate onboarding and continuous learning for new and existing staff.
• Promote professional development and career progression.
  
  Reporting & Strategic Analysis
  
  
• Prepare and present reports on team performance, customer feedback, and
  operational metrics.
• Analyse trends to identify improvement areas and recommend solutions.
• Use data to inform strategic decisions and drive continuous improvement.
• Project Leadership
• Lead and participate in projects aimed at enhancing support operations. 
• Collaborate with cross-functional teams to implement initiatives.
• Ensure projects are delivered on time, within scope, and meet quality standards.
  
  Culture & Team Building
  
  Promote a positive, inclusive, and collaborative team culture.
  Organize team-building activities to strengthen morale and cohesion.
  Encourage open communication and shared leadership.
  
  Leadership Support & Self-Development
  • Deputize for the Team Manager when required.
  • Support the Team Manager with additional tasks to drive team growth and
  improvement.
  • Take ownership of personal development aligned with company values and goals.

What do you have to offer?

• Proven leadership experience in a customer service or support environment.
• Strong communication and interpersonal skills.
• Customer-centric mindset with a focus and passion for service excellence.
• Proficiency in English and French.
• Familiarity with HR/payroll processes and multicultural environments.
• Bachelor's degree or equivalent experience.
• Strong analytical, organizational, and problem-solving skills.
• Intermediate to advanced IT proficiency.
• Relevant certifications in leadership, customer service, or project management
  are a plus

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years
• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate
• Monthly fixed transport allowance
• No deduction for using the company’s transport after work
• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years
• Fixed internet allowance for home use
• Career break option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Yearly performance review with remuneration review
• Yearly company bonus
• Car loan: subsidized interest facility
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.