Service Delivery Team Leader with English for HR Deal

Job description

Key responsibilities include:

·Interpret day-to-day business objectives and prepare/execute operational practices/work

programs. Ensure proper execution of processes by team

·Review all incoming work for clarity, provide clear work directions, e.g., receive requests for

assistance from the field, determine level of assistance required and respond appropriately

·May perform data entry or other client related tasks in various systems, as required

·Demonstrate expert knowledge of processes and related systems to effectively perform

responsibilities

·May make decisions about the day-to-day operation of the group, including management of work

assignments and information between shifts as well as approach regarding workload, equipment,

staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g.,

overtime, evening and weekend hours

·Manage workloads to ensure even distribution of responsibilities and provide development

opportunities, when available, with assistance from direct manager.

·Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data

entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and

consistency

·Identify and assist with development of support materials for team use, e.g., training manuals, job

aids, and views in databases

·Prepare, analyze and interpret complex reports/information and formulate conclusions

·Ensure that all of the client responsibilities occur in accordance with the Statement of Work and

Service Level Agreement with client(s)

·Ensure team operates according to the OPEX principles

·Ensure team delivers within the budget by controlling/minimizing costs

·Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group

meetings and new hire integrations; may develop presentation content

·Create annual team objectives with direct manager approval. Monitor and coach team to meet

objectives

·

Desired profile

Qualifications :

Ideal candidate:

· Bachelor degree
· Fluent in English (C1)

· Demonstrated expertise in process area

· Good client handling skills

· Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.

· Excellent problem solving and analysis skills

· Self-motivated, positive attitude and approach

· Strong organization skills, attention to detail and follow through to resolve any outstanding issues

· Strong time management skills

· Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices

· Ability to set and strive to achieve specific, measurable, and challenging goals.

· Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager

· Typically 3 to 5 years work experience preferably with previous managerial experience;

· Previous experience in business process area e.g. HR, Billing, Payments, Collections, preferably in an operations environment.