Team Lead - ID Department

We are seeking a highly organized and technically savvy ID Department Team Lead to manage the daily operations of our ID production unit.

JOB SUMMARY:

The ID Department Team Lead/Supervisor is responsible for managing the daily operations of the ID production unit, ensuring seamless service delivery that meets client expectations, turnaround time (TAT) targets, and internal performance standards. Key responsibilities include supervising staff, optimizing workflows, managing resources, scheduling maintenance, liaising with customers, and producing departmental reports. The role also carries accountability for maintaining the department’s profitability and technological relevance through strong leadership, strategic planning, and operational excellence.

KEY RESPONSIBILITIES:

Operational Oversight

• Manage end-to-end ID production operations including request intake, data processing, card design, printing, and issuance.
• Ensure seamless processing of ID requests and adherence to agreed TATs.
• Schedule and manage preventative and corrective maintenance of ID production equipment to maximize uptime.
• Implement and maintain SOPs to ensure quality, accuracy, and consistency in production output.

 Customer Experience & Stakeholder Engagement

• Collaborate with Customer Experience teams to understand client needs and personalize ID design or service features accordingly.
• Serve as escalation point for high-priority requests and ensure responsive, professional resolution of client issues.
• Participate in customer experience initiatives and internal campaigns that impact or involve ID production.

 Staff Management

• Supervise and coach ID production staff, assigning tasks, evaluating performance, and supporting professional development.
• Ensure team members comply with safety protocols, security policies, and production standards.
• Promote a service-oriented culture through regular coaching, quality checks, and performance monitoring.
• Ensure strict adherence to company security and confidentiality protocols.
• Prepare duty rosters and manage leave requests to ensure adequate staffing levels.

Technology & Asset Management

• Monitor device uptime, maintain operational health of all ID production technologies, coordinating vendor support (repairs & upgrades) and technology refresh cycles.
• Ensure all systems and software used in ID production are up to date and compatible with client and internal standards.
• Recommend and implement improvements to production technologies to maintain competitiveness and efficiency.

 Inventory & Consumables Tracking

• Monitor and control stock levels of printing supplies, blank ID cards, ribbons, cleaning kits and other consumables.
• Forecast usage, initiate restocking, and maintain accurate inventory records.
• Track equipment status, warranties, and service logs.

 Reporting & Analytics

• Generate and present monthly and ad-hoc departmental performance reports including productivity, TAT, equipment uptime, customer satisfaction and profitability.
• Provide input into cross-departmental reports and participate in management review sessions and special project reporting.
• Track and analyze KPIs to drive continuous improvement in service delivery and operational efficiency.
• Provide input to annual budgeting and quarterly forecasting processes.

 Strategic Alignment

• Support the AVP with initiatives involving customer onboarding, internal ID system upgrades, cross-functional service delivery, or security projects.
• Align departmental goals with broader organizational strategies and customer experience standards.
• Lead or participate in pilots, training sessions, and evaluations tied to ID-related special projects.

Compliance & Profitability

• Ensure all processes adhere to company policies, privacy standards, and relevant data protection laws.
• Track department expenses and revenue, identifying areas for cost control and margin improvement.
• Drive strategies to enhance departmental profitability and relevance in the overall business portfolio.

REQUIRED QUALIFICATIONS & EXPERIENCE:

• Diploma in Business Administration, Information Technology, Security Management, or related field + 5 years of experience in ID production, electronic security, or a related technical environment. OR
• Bachelor's degree in Business Administration, Information Technology, Security Management, or related field + 3 years of experience in ID production, electronic security, or a related technical environment.
• Proven experience in staff supervision, inventory control, and process optimization.
• Working knowledge of ID printing technologies (Data card, HID/Fargo, Zebra, etc.).
• Familiarity with access control systems and integration between ID cards and security platforms is a plus.

KEY COMPETENCIES:

• Strong leadership and team management
• Customer-first mindset and service orientation
• Excellent organizational and multitasking skills
• Technical problem-solving and preventative maintenance scheduling
• Customer service and stakeholder communication
• Data-driven decision-making and report generation
• Analytical thinking and reporting proficiency
• Budgeting and resource planning