Team Leader

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 —

Toll is supporting the Australian Department of Home Affairs for the delivery of assisted passage, medical and related services as part of the Australian Government Offshore Humanitarian Program.

The new role of Team Leader Asia with our Asia Regional Service Centre (RSC) is based in Bangkok and performs the function of regional operations management lead.

You’ll join us to lead a team of case managers whose role is to support refugee and humanitarian visa applicants across Asia with their medical assessment and subsequent travel to Australia. You’ll join a dedicated case management team who are part of a global response to refugee resettlement to Australia.

The purpose of the case management team is to act as the central point of contact and co-ordination for refugee and humanitarian clients, ensuring that they receive exemplary client service and assistance with all aspects of delivery of the assisted passage service. You will contribute to this by leading our case management team, coordinating across our logistics response and collaborating with our supply chain lead. In this pivotal role, you will report to and support the Regional Manager to deliver client-centered outcomes.

In all your interactions you will demonstrate awareness and consideration of the social, cultural, political, faith-based, and humanitarian considerations that impact our clients and their host locations.

What you’ll be doing:
- Lead the Case Management Team by providing expert coaching, feedback, and policy guidance to case managers, managing workflow to meet internal and external KPIs, overseeing performance metrics, supporting resource allocation, and maintaining sensitivity to regional factors, while contributing to formal performance reviews and resolving escalations.- Handle service or supplier escalations, working closely with the regional leadership team to ensure swift resolution, while also addressing and resolving technical or service-related issues or complaints, and identifying opportunities for team professional development, further training or support.- Cultivate strong working relationships with stakeholders across Asia in diverse cultural settings; collaborating with major subcontractors to ensure efficient service delivery, manage escalations or risks, and maintain clear, frequent communications.- Lead safety initiatives by identifying and resolving safety risks, assist the Regional Manager in people management, reporting, and coordinating training and projects, support subcontractor evaluation for the regional supply chain, and drive process improvement and business optimization.- Working with the Microsoft Office Suite (Outlook, Excel, Word) and other IT platforms including MoveMaestro. You’ll be looking for ways to innovate through the development of new technologies and processes.

What you’ll need to succeed:
- A can-do attitude with a strong commitment to collaboration and clear, timely, effective communication with your direct reports, your leadership colleagues and your Regional Manager.- Demonstrate adaptability, resilience, integrity and accountability in a dynamic work environment, making informed decisions, exercising sound situational judgment, while complying with policies and procedures. You’ll have a client-focused service orientation, exceptional communication skills, organizational precision, attention to detail, and enjoy the challenge of maintaining high service levels under pressure.- At least three years team leadership experience in case management or a related service with experience in Refugee Resettlement, Government Administration, Global Mobility, Managed Services, Humanitarian Response or similar.- You’ll have the experience and personal attributes to confidently delivery best practice performance management with a culturally diverse team and the ability to effectively manage and support remote team members.- Fluency in English and the ability to maintain clear, frequent communications with high-level proficiency in written business English, and effective oral presentation skills. Additional language skills are desirable including those of the refugee populations that we work with in Asia, including but not limited to, Myanmar languages, Dari, Hazaragi and Pashto.- A commitment to provide a quality, humanitarian response to our clients; and the ability to celebrate our milestones, celebrate the team and be pro-active in caring for your colleagues.

What moves you?

At Toll, you can help play a vital role in delivering what matte