Team Leader – 12 month FTC
Responsibilities:
- Direct, manage train and support the Client Associate Team to deliver high quality performance, in line with business and departmental aims.
- Monitor and manage team work flow and resource allocation ensuring team workload is processed in accordance with SLAs, internal and external deadlines and to quality standards.
- Identifying areas for improvement and assisting with training and development of individuals to fill performance and skill gaps.
- Seek support and guidance from Head of SSAS Operations to manage absence, disciplinary matters, conflict resolution and team issues promptly, impartially, fairly and effectively in line with Company policies, procedures and culture.
- Conduct regular team meetings and direct reports and reviews as appropriate in a professional and effective manner in line with the performance management policy and training & competence scheme.
- Assist with production of daily, weekly, and monthly management information, including workflow statistics. The ability to analyse trends and items outside of service standards and ability to assimilate information and identify trends and areas of improvement required and action accordingly.
- Contribute to projects when requested and deliver within set timescales.
- Identify any areas of key importance and/or risk and immediately report such matters to ther Head of Group Risk.
- Dealing with complex cases and complaints within set timescales and responsible for drafting final responses and resolutions to a high standard.
Requirements:
- Previous line management experience.
- Ability to manage and oversee a team's workload
- Technical expertise in cradle to grave administration.
- Ability to build strong working relationships with team members as well as internal and external stakeholders and colleagues.