Team Lead - Non-Financial Services

Infomate is a fully owned subsidiary of John Keells Holdings, a pioneer in shared services and a leading Business Process Management Company offering Finance & Accounting, Back Office, Customer Support, HRO and Payroll services in both local and global context. 

Join our team for an exciting opportunity and reach greater heights. 

Job Responsibilities

This role is resposible for Handling high level accounting functions of foreign clients, managing a team as and when required and preparing reports on team performance.

• Serve as the key escalation point for customer inquiries, providing accurate and timely solutions.
• Lead, mentor, and manage the customer support team to ensure high performance and service consistency.
• Oversee daily operations, monitor workflows, and ensure SLAs and KPIs are achieved.
• Conduct performance reviews and generate regular reports for stakeholders.
• Deliver product training sessions to enhance team knowledge and capabilities.
• Collaborate with internal teams to align service delivery with client expectations.

Person Specifications

• Minimum 5 years’ experience in customer support, including team leadership.
• Strong knowledge of accounting and investment practices.
• Bachelor’s degree in Business Management, Communications, or a related field is preferred.
• Proven experience in handling client relationships directly.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional written and verbal English communication skills; ability to understand the Australian accent is an advantage.
• Experience with investment portfolio systems is preferred.
• Proficiency in MS Excel and accounting software is mandatory.
• ERP systems knowledge is an advantage.
• Flexibility to work according to the Australian time zone and calendar.