Sales Operations: Team Leader

**Main Purpose**

To co-lead the sales Operations team in ensuring sales processes operate effectively and efficiently, directly supporting the Sales Operations Manager in delivering business goals. Focus on fostering team performance, identifying opportunities for process improvement, and supporting digitalization, cross-functional collaboration, and enhanced sales forecasting and pipeline management. Empower the team to execute operational tasks while promoting employee engagement and development.

**ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)**

**Leadership & Team Support**
- Guide and support the Sales Operations team to ensure smooth execution of sales processes.
- Promote employee engagement through regular check-ins, recognition, and development opportunities that align with career growth beyond operational roles.
- Identify training needs and support team members in building skills to enhance process efficiency.
- Monitor team workload and escalate resource or process challenges to the Sales Operations Manager.

**Process Oversight & Improvement**
- Monitor sales operations processes (e.g., Quoting, New Order Confirmation, Change Order Management, Case Management, CRM updates, Internal Case & Issue Management) to ensure they function effectively.
- Act as the first point of contact for escalations from the team’s processing work or customer inquiries, supporting prompt resolution.
- Escalate complex or unresolved issues to the Sales Operations Manager with clear context and recommendations.
- Support the Sales Operations Manager in driving digitalization and automation by identifying areas where technology can enhance efficiency.
- Provide feedback on process bottlenecks, recurring escalations, or inefficiencies, suggesting opportunities for optimization or prevention.
- Assist the team in adapting to new tools and systems introduced by management.

**Cross-Functional Support**
- Support healthy collaboration with other departments (e.g., Implementation, Finance, Service Management) to maintain effective sales processes.
- Participate in cross-functional meetings, highlighting process gaps or delays for resolution by the Sales Operations Manager.
- Assist in identifying root causes of internal issues raised by other teams, proposing preventive ideas for consideration.

**Performance Monitoring, Forecasting, & Pipeline Support**
- Track key sales operations metrics (e.g. order processing times, data accuracy) to ensure processes meet expectations.
- Support the Sales Operations Manager in maintaining CRM data quality and preparing reports for key accounts and Service Management.
- Collaborate with the sales team to enhance sales forecasting and pipeline management by ensuring accurate opportunity and order data in the CRM.
- Identify gaps in pipeline or forecasting data (e.g., missing opportunities, inconsistent updates), escalating insights to improve accuracy and alignment with order processing.
- Support the team, in capturing and updating opportunity details to strengthen forecasting reliability.

**Strategic Support**
- Provide input to the Sales Operations Manager on challenges within sales operations, highlighting opportunities to mitigate risks.
- Support the alignment of team efforts with company goals, fostering a culture of accountability.

**Competencies and Minimum Requirements**:
**Knowledge, qualifications and experience**
- Grade 12 (required).
- Business Management, Sales & Marketing diploma, or related tertiary qualification.
- 2-5 years of sales operations or team leadership experience.
- Familiarity with digital tools, process improvement, or sales forecasting initiatives is a plus
- Basic understanding of sales processes, and pipeline management is an advantage

**Working Conditions**
- The role typically involves working in an office environment
- Some travel may be required
- Flexibility to work extra hours during peak periods or project deadlines

**Disability Status**

This role is suitable for a person with a disability.