Job Purpose

The Backend Team Leader will ensure smooth operational workflow, timely job completion, and high-quality client service. The role leads the backend team (Typists, VPOs, Document Controllers, and PRO Coordinator) and is responsible for accuracy, compliance, and efficiency.

Key Responsibilities

1. Team Leadership

• Supervise and guide Typists, VPOs, Document Controllers, and PRO Coordinator
• Provide ongoing training and performance feedback
• Monitor daily KPIs and address performance gaps
• Ensure compliance with company policies and client verification requirements
• Maintain a productive and stable team environment

2. Operations & Process Management

• Oversee end-to-end workflow from New Order Forms (NOFs) to completion
• Manage escalations, delayed cases, and authority-related issues (Amer, Tasheel, DED, etc.)
• Ensure zero-error processing through quality checks and proofreading
• Monitor CRM activities and ensure no pending or backdated tasks

3. Cross-Functional Coordination

• Coordinate with Sales, Accounts, ECS, and Data teams to avoid delays
• Ensure all required information and payments are in place before processing
• Align with Sales and Project teams for accurate execution of NOFs
• Manage PRO scheduling and task allocation efficiently

Key Performance Indicators

• 100% timely job completion
• Zero refunds or penalties due to backend errors
• Zero backlog in CRM documentation

Qualifications

• Bachelor’s degree (BCom, BBA, Law, IT, or related field)
• Minimum 5 years of total experience
• At least 2 years in a leadership role
• Minimum 1 year UAE leadership experience

Skills Required

• Strong team leadership and people management skills
• Knowledge of UAE government processes and documentation flow
• Ability to handle pressure and tight deadlines
• Strong communication and coordination skills

Job Type: Full-time