SDC Team Leader

HAUD; Jakarta Pusat; On-site; IDR 200,880,000 - 334,800,000; Full time

Benefits offered by this job

Flexible working arrangements

Private Health Insurance

Wellbeing allowance

Team building events

Job summary

HAUD is seeking a Senior SDC Team Leader in Jakarta to guide a team of SDCs and agents in delivering services across HAUD products. You will oversee messaging firewall rule execution, ensure timely issue resolution, and present regular client reports.

Requirements include 2+ years leading a team, strong leadership and communication, and proficiency with MS 365 tools, Excel, regex and SQL. Excellent English is mandatory, with nights/weekend shifts in a 24/7 schedule.

Qualifications

• Minimum 2 years of experience leading a team.
• Strong communication, leadership and mentoring skills.
• Experience in service delivery, reporting, and driving process improvements.
• Proficient in MS Teams, MS Outlook, and advanced MS Excel; basic Regular Expressions and SQL knowledge.
• Excellent English proficiency (written and verbal) is mandatory.

Responsibilities

• Oversee and support the team in delivering high quality work.
• Lead by example and foster a positive, collaborative environment.
• Conduct mentoring, check-ins, and performance evaluations.
• Serve as first point of contact for the team and resolve queries.
• Communicate updates, goals, and expectations; run regular progress reviews.
• Report incidents to MSP/support teams and ensure timely resolution.
• Identify process improvements with management; drive efficiencies.
• Monitor monetisation traffic and provide feedback on trends.
• Perform ad-hoc operational duties as needed.

Skills

Leadership

Communication

Mentoring

Process improvement

Analytical thinking

Time management

Collaboration

Problem-solving

Adaptability

English proficiency

Tools

MS Teams

MS Outlook

MS Excel

Regular Expressions

SQL

Job description

The SDC Team Leader will be responsible for leading, mentoring, and developing a team of Senior SDCs and SDC Agents in delivering client services across specific Company products, overseeing messaging firewall rule execution, and its technical and business impact, ensuring issues are addressed in a timely manner, whilst also presenting regular reporting meetings with clients as necessary.

Responsibilities

• Oversee and support the team in maintaining high standards in the quality of work, productivity, and efficiency.
  
• Leading by example, motivating others by promoting a positive and collaborative working environment.
  
• Conduct regular check‑ins, mentoring sessions, and performance evaluations to support team members’ performance, professional development, and career growth.
  
• Act as the first point of contact for the team in addressing and resolving customer queries.
  
• Ensure clear and consistent communication of Company updates, team goals, and performance expectations, and facilitate regular team meeting to review progress, challenges and feedback.
  
• Report and elevate incidents to the Managed Services Manager and/or relevant support teams, and follow up to ensure timely resolution
  
• Work with the management team to identify and implement process improvements and operational efficiencies.
  
• Monitor client monetisation traffic, identify relevant trends or issues, and provide feedback as required.
  
• Perform ad-hoc operational and administrative duties as assigned by the Managed Services Manager and/or client.
  

Requirements

• Must have at least two (2) years working experience leading a team.
  
• Strong communication, leadership and mentoring skills.
  
• Experience in service delivery, reporting, and driving process improvements.
  
• Strong proficiency in MS Teams, MS Outlook, and advanced MS Excel, with basic knowledge of Regular Expressions and SQL.
  
• Excellent English proficiency (both written and verbal) is mandatory, with a proven ability to articulate complex ideas persuasively across executive presentations, technical reports, and high-level business communication
  
• Strong analytical, troubleshooting, and problem‑solving skills.
  
• Ability to multitask, prioritise, work independently, and be pro‑active.
  
• Ability to collaborate effectively within and across teams.
  
• Adaptable and eager to learn new technologies.
  
• Knowledge of the telecommunications industry is considered an asset.
  

This role requires flexibility to work a 24/7 rotating schedule, including nights, weekends, and public holidays.

Benefits

• Flexible working arrangements.
  
• Private Health Insurance.
  
• Employee wellbeing allowance (upon completion of probation).
  
• Team building and company events.