The Team Manager of the Next Gen Service team in Bucharest is responsible for managing the client service consultants team supporting Lifion; they will do this through allocating and monitoring the service work, regular 1-1’s, providing feedback in a constructive way, act as a role model, mentor and career coach, acting as an escalation point for clients and associates. The team manager will be focused on all processes and will work with other departments to improve these / establish new ones. As point of escalation for clients, they will have a good overview over the technical state of the product and work closely together with the various technical teams to ensure optimal collaboration and prioritization of the reported items. Reporting into the Senior Manager, they will drive strategic initiatives and will be involved with the hiring, onboarding, training and all administrative aspects of this.
KEY DUTIES/TASKS for Next Gen HCM Service Manager:
- Is responsible for managing the Next Gen service team in Bucharest; they will do this through regular 1-1’s, providing feedback in a constructive way, as a role model, mentor and career coach, acting as an escalation point for clients and associates.
- Maintain and contribute to documented knowledge and procedures on knowledge management systems available.
- Analyses KPI’s, cases, trends, upcoming clients to improve the status quo and prepare for the future.
- Is an active promoter and user of Stand-out – check in’s, focus areas, engagement pulse.
- Monitors daily operations and takes actions accordingly. Daily operations consist of assigning service requests to consultants, maintain the relationship with local functions (HR, Facility, IT, etc), assist the team with escalations and client calls as requested, lead projects where this is required.
- Ensures that the defined KPI’s are reached, maintained, and improved.
- Manage internal stakeholders.
- Drive strategic initiatives.
- Stays in contact with clients in escalation mode through calls and emails.
- Can participate in and lead projects.
- Is familiar with all processes and collaborates constantly with other departments and internally to improve these or establish new processes.
- Works together with the various technical teams to ensure optimal collaboration and prioritization of reported client issues.
- Is directly involved with hiring and onboarding new associates.
- Manages all access rights and other administrative tasks for the associates.
- Proposes and recommends process improvements based on the team’s input or on observed client priorities.
- Will intervene immediately in urgent situations and prioritize the team tasks accordingly.
- Helps to continuously improve the service support quality.
- Can intervene operationally if absolutely needed.
KPI’s:
- NPS
- SLA (time for issue/ticket resolution)
- Quality (correct resolution for client issue)
- Team Engagement levels
REQUIREMENTS:
- Is highly passionate about people and their development
- Can work in a fast-paced environment
- Project management skills
- High performing in current role is a huge advantage
- Has an excellent command of English language (Both verbally and written)
- Has a mission-driven, team player approach
- Quick adaptability with an openness to learn and develop
- Has knowledge of the product range features, technical limitations and business benefits
- Excellent Microsoft-office (Excel, PowerPoint, word) skills are an advantage
- Has Excellent logical and problem-solving skills
- Can work across cultures in a global organization and create strong relationships cross-departments
- Can simplify complicated processes and easily clarify these to the team
EDUCATION AND EXPERIENCE:
- Education: Bachelor’s degree required
- Work Experience: 4+ years of experience in Implementation/Service