Team Leader

Date: 04-Aug-2022

Location: Sydney, Australia

Company: Canon

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

 We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. 



  • This role is based at our client site in Sydney
  • The role is Full time position
  • Great Working and Team Environment


About the Role
Ensure team/site productivity, EBIT, customer, and employee engagement targets are achieved through operational management and effective leadership of a team.


Main Duties

  • Promote a professional internal and external ‘Customer Focused’ culture within team/site. 
  • Develop an understanding of the customer’s business (where relevant) to be able to anticipate their needs and generate additional revenue 
  • Maintain and build key customer relationships through effective communication 
  • Establish and maintain a day to day relationship with the customer/s (where relevant) and ensure customer needs are met. 
  • Provide management and direction to the team ensuring contractual and service level agreement objectives exceed expectations. 
  • Promote the ESI/CSI surveys to the team and customer/s (where required), and implement improvements and outcomes on the site. 
  • Attend customer meetings (where required). 
  • Provide feedback to manager to ensure they are regularly updated on customer performance against KPIs. 
  • Provide effective and timely management of customer issues raised through Canon Business Services’ ServiceNow (where required). 
  • Perform daily operational/administration tasks as necessary; ensuring quality assurance standards are met. 
  • Lead daily productivity/outputs (as required). 
  • Ensure service excellence through quality assurance and assisting with business process reviews. 
  • Develop a team business plan and communicate progress to team members on a monthly basis. 
  • Review Scorecard and monthly report (if required) on a monthly basis with manager. 
  • Assist team members in developing an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve the team’s engagement index score. 
  • Assist with monthly customer reports including supplier invoicing and cost centre allocation. 
  • Provide input into the Steering Committee, JMC, and all other contractual reports (as required). 
  • Ensure team/site productivity targets, EBIT and other financial budgets are met, and monitored on a monthly basis. 
  • Ensure all expenses and other costs are managed on the site as per Delegated Financial Authority policy. 
  • Submit information to accurately invoice against customer contracts, contract variations, and additional work request obligations (where required). 
  • Assist with implementing projects on site (where required 
  • Bring innovation and creativity to your teams work. 
  • Develop and implement opportunities for improvement and cost reduction across the team/site. 
  • Develop and implement operating manuals, training manuals, work instructions and cross-training of team members. 
  • Analyse team performance data, identify trends and look for opportunities to improve performance. 
  • Assist Sales and Marketing to identify, investigate and scope service extension opportunities and additional work requests to achieve growth objectives (as required). 
  • Initiate actions to improve own skills and personal approach. 
  • Ensure direct reports can identify and link Canon Business Services’ Purpose, Vision, Mission, Goals and Values, to their area of the business. 
  • Guide and motivate the team to take actions and behave in ways that support Canon Business Services’ Vision, Mission, and Values. 
  • Recruit and retain a strong team, ensuring direct reports understand the expectations of their role and are motivated to meet and exceed expectations. 
  • Manage or assist with team staffing requirements and rosters. 
  • Conduct regular team meetings to ensure sharing of information to all team members. 
  • Ensure regular one-on-ones are held with all direct reports and that development plans are regularly discussed and updated. 
  • Reward, recognise, and give feedback to the team, actively supporting organisation programs. 
  • Conduct half year and annual performance appraisals (including development plans) on time. 
  • Ensure that poor performance is addressed and resolved. 
  • Give the team learning and development opportunities and actively support organisation learning initiatives and programs. 
  • Provide input into an ongoing talent and succession plan for the site that includes identifying talent, potential successors, next role, training and development requirements, responsibilities and time frame. 
  • Comply and drive Canon Business Services’, and customer standards, policies and codes of conduct. 
  •  Manage leave and timesheet approval processes for direct reports. 
  • Any other ad hoc tasks as and when required


Key Requirements

  • Proven work experience as a team leader
  • Demonstrated ability to provide clear instructions and manage the flow of day-to-day operations
  • Exceptional presentation and communication skills
  • Ability to work well within or lead a team
  • Excellent administrative, time management and organizational skills
  • Desire to deliver and exceed client expectations
  • Good knowledge of MS Office and an ability to quickly learn new technology
  • Strong communication and a focus on delivering exceptional customer service
  • The ability to work under pressure to achieve stringent service standards
  • Previous customer service experienced highly regarded
  • Must have keen eye for details
  • Continuous Improvement 


Please note: You must be an Australian Citizen at the time of submitting your application to be considered for this role.

We believe in the power of an inclusive & diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance and productivity.

As an equal opportunity employer, all applicants will be considered.

Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work.

All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team, apply online now. Successful applicants will be notified of next steps.