About Toll Group
At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com
At Toll, we aren’t just moving businesses; we’re moving the world toward a brighter, more compassionate future! For the past 14 months, we’ve proudly held a ground-breaking contract with the Australian Department of Home Affairs, giving us an extraordinary opportunity to make a real difference in the lives of those in need.
Toll manages and delivers case management and a range of services on behalf of the Australian Department of Home Affairs to support Refugees and Humanitarian Visa Clients with the medical assessment process and subsequent travel to Australia.
Our commitment to this mission has only grown stronger over the past year.
About the role:
As Team Leader, you will play an integral role in creating change for vulnerable people and provide focused leadership to a dedicated team based in our Regional Service Centre in Nairobi.
Your team provides case management services to refugee and humanitarian visa applicants and visa holders in support of the Australian Assisted Passage program.
You will lead and support your team by managing the workload allocation, workflow monitoring and coaching on performance to drive efficiencies within the team and increase productivity whilst ensuring case managers deliver superior service standards, assistance and effective support to our clients, customers, and your global peers.
Primary responsibilities:
Provide high quality team leadership, support, and advice to case managers through coaching and feedback, policy compliance, advocacy, and escalation resolution.
Workflow management ensuring caseloads, subcontractor activations and medical services appointments are managed in line with both internal and external Key Performance Indicators (KPIs).
Review and monitor individual performance against KPI’s and provide regular monthly coaching and support to address gaps and improve efficiencies and productivity.
Strong awareness and consideration of the political and religious sensitivities that apply to customers and their host countries specifically in your regional area.
Close the loop on technical and/or service-related issues or complaints with a focus on areas that require training or additional support.
Maintain excellent working relationships with regional representation of major stakeholders (see Key Relationships) in a culturally diverse area.
Work closely with major subcontractors to support streamlined service delivery and triage / manage service escalations or risks.
To succeed in this role, you will need:
Be a clear and frequent communicator with a high standard of written business English and good oral presentation skills.
Previous experience gained in a similar role
Strong interpersonal skills to build effective working relationships with the stakeholders
Excellent attention to detail and organizational skills
Experience working in a global/multinational environment is a plus
National Passport and the ability to travel domestically and internationally
What moves you?
At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.
Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.
To find out more about us visit www.careers.tollgroup.com
You must be entitled to work in Kenya and be prepared to undertake pre-employment checks including a criminal history check and medical.