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Team Leader - Milton Keynes, United Kingdom - IMServ Europe Ltd

IMServ Europe Ltd

Verified Company

Milton Keynes, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

To Lead and develop a team to deliver services to a standard that exceeds our customers' expectations by:

Providing Leadership, motivation and development to your team
Supporting your team by removing roadblocks which prevent the delivery of Operational services
Drive the delivery of services against KPI's and SLA's as defined by the Operations Delivery Manager
Build and maintain relationships with other internal operational functions to deliver a cohesive endtoend operational service
Identify system and process enhancements that are impacting the quality and timeliness of our services and make recommendations to resolve these
Understand transactional timings and volumes of the workload within your area of responsibility, review resources regularly to ensure sufficient resource is allocated to ensure services are delivered in line with customer expectations and company goals
Support training and provide coaching to ensure services are delivered in line with customer expectations and company goals

MAIN RESPONSIBILITIES

Ensuring all work is delivered in line with industry guidelines and compliancy measures
Carry out regular performance reviews in line with the IMserv review process
Provide regular coaching and support to maximise your teams effectiveness
Carry out training needs analysis to identify training requirements to support individual development and succession planning
Support industry change requirements by providing input into projects and testing when required
Ensure issues are proactively resolved for the company and the customer to ensure outstanding work is within agreed targets
Manage your own workload ensuring that all key tasks are completed on time and accurately
Working closely with other teams to ensure that IMServ customers receive a high quality service and that both internal and external service levels are met.
Meet individual and team objectives
Responsible for operating and reviewing business processes effectively and efficiently to deliver highquality and highperformance services to our customers
Working with other teams to create and execute a cohesive, efficient and customerfocussed working environment that embraces best practise
Proactively identify own development needs and creation of development plan
Prioritise and manage your workload to team and industry timescales
Monitoring and reporting the volumes associated with inflow of work and model resource to ensure operational cover is provided
Produce and update procedural documentation to support new and amended services
Manage your own workload ensuring that all key tasks are completed on time and accurately

with a split between supporting the team and maintaining SLA's in line with the teams rota

PERSONAL SPECIFICATION

Skills

Clear communication skills & excellent interpersonal skills
Customer focused; is able to identify & respond to customer's needs
Good problem solving skills, able to grasp problems quickly & draw informed conclusions, escalating where appropriate
Willing to take ownership for issue resolution;
Flexible, willing & able to cope with change in a pressurised environment
Able to work in a complex environment with conflicting demands
Anticipates issues and is proactive in dealing with them
Can manage own time to meet daily requirements
Positive and enthusiastic with a can do attitude
Conscientious, accurate and diligent
Ability to influence and motivate

Knowledge