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Team Leader - Operations and Customer Services

Posted on Dec 13, 2018 by Resource Solutions - KPMG

Glasgow, Lanarkshire United Kingdom
Call Center & Customer Service
1 Feb 2019
Annual Salary
Contract/Project

Role Purpose

To lead a team to deliver a strong client/customer experience on the relevant engagements policies and procedures, in an efficient and effective manner with a first time right approach. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role.

Essential Experience

  • Min 2 years in an operational environment, where at least 1 year has been spent at a Team Leader level
  • Proven performance management
  • Awareness of the FCA, CCA, Data Protection Act and other relevant legislation, procedures and processes

Deliverables

  • Effective leadership of the team including line management responsibilities
  • Ensure the team consists of appropriate resource levels for operational needs
  • Performance manage and develop individuals, maximising talent
  • Effective management of process across sites, driving a high level of service
  • Maintenance of Service Levels
  • Maintain the policy, process and procedures documentation
  • Identify and communicate MI requirements, effectively utilise MI reports to drive
  • staff performance
  • Identify staff training needs and arrange coaching as required to ensure all staff achieve and maintain competency level throughout engagement

Skills

  • Communication
  • Relationship management
  • Organisation
  • Problem solving
  • Process improvement
  • Competent level on Microsoft Office tools ie excel, word, PowerPoint

Core Competencies

  • Planning & Organising
  • Decision Making
  • Customer Focussed
  • Driving Results
  • Accountability
  • Developing others
  • Creative thinking
  • Interpersonal Effectiveness

Reference: 599196250