At Toll, we move the businesses that moves the world. Toll manages and delivers a range of services on behalf of the Australian Department of Home Affairs in order to support Refugee and Humanitarian Visa applicants with the medical assessment process and subsequent travel to Australia. As Team Leader, you will provide leadership to a dedicated case management team in a Regional Service Centre.
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.

Position Title: Team Leader – Home Affairs
Division: Government & Defence
Location: Nairobi
Country: Kenya:
Department: Managed Services-Assisted Passage
Reports to: Regional Manager

The primary responsibilities and decisions reside in these areas:
Case Management Team
• 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.
• Key contributor to the formal twice yearly Performance Review process at Toll.
• Manage day to day resource levels (leave etc) and workload allocation to ensure service levels are still achieved.
• Strong awareness and consideration of the political and religious sensitivities that apply to customers and their host countries specifically in your regional area.

Customers
• Triage any service or supplier escalations or fails and, in tandem with the regional leadership team take these to resolution.
• Close the loop on technical and/or service-related issues or complaints with a focus on areas that require training or additional support.

Clients & Stakeholders
• 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.

Be a clear and frequent communicator with a high standard of written business English and good oral presentation skills.

• Be a Safety Leader that identifies and corrects conditions that affect employee safety.
• Support the Regional Manager with people management, reporting, co-ordinate learning, training, and ad-hoc projects.
• Support the regional supply chain team with subcontractor evaluation and period assessment.
• Identify opportunities and contribute to process improvement and business design.

It is expected that you will:
1. Carry out these accountabilities within the operation and process frameworks that apply at Toll.
2. Work together with all peers and leaders and a part of your performance review each year will be based on input from these stakeholders.
3. Exemplify the Toll Way and Toll commitment to Safety – this will be a key part of your annual development planning cycle.

The primary accountabilities of the job are:
• Customer Focus: Builds strong customer relationships and delivering customer-centric solutions.
• Communication Effectiveness: Constructs verbal and written communication concisely, and appropriately for the audience, acquiring positive responses and outcomes.
• Flexibility and Adaptability: Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Learning Agility: Assimilates and applies new job-related information in a timely manner.
• Decision Making Effectiveness: Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
• Situational Judgement: Ability to identify and take the most appropriate action in workplace situations that generate positive outcomes.
• Accountability: Holds self and others accountable to meet commitments.
• Resilience: Maintains stable performance under pressure, opposition, or setbacks (such as time pressure, customer expectations or job ambiguity).
• Policy Compliance: Adherence to policies and procedures.
• Team Collaboration: Work respectfully and collaboratively with team members, always asking, "How can I help?" You will be a supportive team player, fostering a culture of mutual respect and cooperation.
• Purposeful Communication: Engage with colleagues and stakeholders with a clear focus on achieving positive and practical outcomes. You will contribute to discussions that drive progress and facilitate understanding.

Adaptability: Manage and thrive in a dynamic work environment. You will embrace change and see challenges as opportunities for growth.
• Creative Problem-Solving: Approach challenges with curiosity and an open mind. You will think outside the box to find innovative solutions that are both effective and efficient.
• Global Mindset: Bring a broad perspective to your work, understanding and considering global contexts, particularly in relation to the needs of vulnerable populations.
• Commitment to Social Impact: Play an integral role in creating change for vulnerable people. You will be passionate about delivering social good and making a difference at a large scale.

Why Join Us?
• Real Impact: This is not just a job; it's an opportunity to make a tangible difference in the lives of vulnerable communities around the world.
• High-Performing Team: You'll work with a team that is driven, skilled, and committed to excellence.
• Innovative Workplace: We are a forward-thinking organization that thrives on creativity and innovation.
• Challenging Environment: If you're looking for a role that will challenge you and help you grow, this is the place for you.

KEY PERFORMANCE INDICATORS
Success in this role will be measured through a balance of quantitative and qualitative performance. Measures/KPIs that are aligned to the job group Key Result Areas which will form part of your annual objectives:
Putting the Customer First
Assess customer needs effectively and weigh alternative approaches or solutions ensuring the customer is put first. Achieve longer term commitment to Toll beyond the customer’s immediate needs.
Maximising Profitability and Return on Capital
Maximise profitability by taking ownership of work results beyond immediate team or area even when not directly or personally responsible for the overall end-to-end process.
Operational Excellence
Ensure the work and results of an area are to a consistently high standard. Help and coach others with problems carrying out their work. Ensure others work to the highest standards of safety and environmental sustainability.
Strategy & Capability
Plan activities and coordinate with others autonomously to achieve results on a day-to-day basis and contribute to the strategy. Ensure the team overall works to and builds its capacity.
Growth & Innovation
With others, identify, evaluate, and develop opportunities to grow the business with customers throughinnovative or more efficient technologies, methods, or processes.

AREA OF RESPONSIBILITY
This role will have the responsibility for the Case Management Team in Amman or Bangkok or Nairobi Travel, including international travel may be required.

MANAGEMENT RESPONSIBILITY

Employees
No. of direct reports: Up to 8 Permanent / 4 Casual
No. of indirect reports: Nil

Knowledge/Experience:
• Customer service leadership in a large organisation, preferably in an administrative environment where service delivery and service recovery are central themes.
• Performance Management that includes measuring performance against objectives.
• Minimum of 1 years’ experience in team leadership in a case management or related services environment is a requirement.
• Experience in Government administration, Global Mobility, Assignment Management, Managed services, Insurance or Travel is a prerequisite.

Essential attributes for this position are:
• A desire to service the customer and to put their needs first.
• Excellent communicator who flourishes in a fast-paced environment.
• Be exceptionally well organised and methodical in approach to service delivery.
• Ability to sustain high levels of customer service and productivity when under pressure from clients and customers.
• Be exceptionally well organised and methodical in approach to service delivery.

SYSTEMS ACCESS
• MoveMaestro
• SharePoint
• Toll Platforms

Background Checks
• As part of onboarding and on an annual basis you will need to provide a Police Clearance from:
o Your country of citizenship(s)
o Every country you have lived in for 12months of more in the last 5 years

How to Apply
Interested in this Vacancy? Send your application to [email protected]
The application should consist of cover letter, 1 page selection criteria write up and a Resume.