Job description

We are seeking an experienced Team Leader to oversee the delivery of travel, expense, benefits, and fleet management services for a key client account within a fast-paced outsourcing environment. This role is responsible for leading a small team to ensure operational excellence, compliance, and high levels of client satisfaction, while driving continuous improvement across all service lines.
Key Responsibilities:

• Lead, coach, and develop a team responsible for managing client travel, expense, benefits, and fleet services
• Ensure service delivery meets agreed SLAs, KPIs, and contractual obligations
• Act as the primary escalation point for client issues and complex queries
• Oversee the end-to-end processing of: expense administration, benefits administration, purchase card and fleet operations including working with third party providers
• Monitor workflows and productivity, implementing process improvements where necessary
• Maintain strong relationships with clients, providing regular updates and performance reporting
• Ensure compliance with company policies, client requirements, and relevant UK regulations including p11d process
• Drive continuous improvement initiatives to enhance efficiency, accuracy, and customer experience
• Collaborate with internal stakeholders (HR, Finance, IT) to optimise service delivery
• Support onboarding of new processes and transition of services to offshore

• Proven experience in a team leader role within the outsourcing, shared services, or BPO environment
• Strong operational knowledge of travel, expense, benefits, and/or fleet management services
• Hands-on experience with Concur (SAP Concur) is essential
• Demonstrated ability to manage SLAs, KPIs, and client relationships
• Excellent problem-solving and decision-making skills
• Strong people management and coaching capabilities
• High attention to detail and commitment to quality and compliance
• Proficiency in MS Office and service management

• Strong communication and stakeholder management skills
• Proactive, organised, and results-driven
• Ability to work under pressure and manage competing priorities