Germany -Team Manager
KPIs,including Customer Experience delivery and the quality of the
process. Executes/improves and coaches the individual staff members.
Engages customers/stakeholders in the creation of value. Contributes to
continuous improvement of processes within the scope of responsibility.
Assists customers with their issues, keeping close communication with
co-workers locally in order to ensure prompt exception handling.
Delivers customer experience as outlined by HQ Centre Customer Service.
The position exists in order to execute the objectives set by the organization, meet the SLA's, identify and implement improvements in the process, working towards customer satisfaction with the objective of meeting the customer SLA's and simplifying the processes within the limits of GSC Organization guidelines
1. Service Delivery :
ü Ensure all processes are performed as per the agreed terms in Service Level Agreement – Timely & Accurate.
ü Ensure compliance to Performance Management Framework.
ü Maintain Performance Tracking Reports. Review reports on a day to day basis, initiate action as required.
ü Develop & Adhere to Established Control Mechanisms.
ü Identifying adhoc customer requirements / exceptions and ensure that the requirements are fulfilled with a sense of urgency.
ü Ensure Standard Operating Procedures (SOP) and SLA's are maintained for all processes handled in the GSC and reported to be necessary stakeholders.
ü Visual management Systems as per Process Excellence standards are maintained.
ü Track and monitor other KPI's related to the process. Conduct mock business continuity tests.
ü Ensure interface from operational systems to FACT and necessary actions are taken.
ü Ensure stakeholder management is done on all outstanding issues
2. Maintain all relevant documentation
ü Ensure relevant level 4 and level 5 SOP’s are kept updated for all activities done.
ü Maintain and continuously update all relevant communication matrix within GSC and also client specific.
ü Maintain adequate internal control for activities done.
ü Ensure relevant tracking files are maintained to track the agreed SLA and KPI’s with the stakeholder.
ü Ensure visual management boards are updated regularly.
3. Process improvements
ü Have a continuous improvement mind-set; identify improvement in day to day process
ü Eliminate waste; provide suggestions for automating processes to facilitate efficiency improvements.
ü Implement Cost Saving \ Value Addition Projects
ü Identify & implement areas of service delivery improvement; give recommendations to responsible parties to ensure qualitative improvement in the service delivery.
ü Ensure best practice is shared among other teams in the GSC
4. Employee engagement and peer relationship
ü Establish and appraise on staff personal critical success factors, address performance appraisals, mentoring & coaching etc.
ü Establish and maintain training plans for staff under responsibility. Recommend staff for performance awards.
ü Maintain staff performance reports.
ü Have monthly one to one discussions with staff on performance review and development.
ü Conduct yearly performance appraisals for all direct reports.
ü Staff administration in the form of approval of leave planning, shift scheduling, over time, back-up planning and maintaining overall compliance with staff policies.
5. Stakeholder communication:
ü Regularly participate and take necessary call \ discussions with Business Partners
ü Timely & professional interaction with Business Partners \ Stakeholders
ü Communicate & Co-ordination with other teams within GSC.
ü Ensure that all major risks are identified, documented and appropriately dealt with.
ü Actively participate in relevant business contingency testing. Support other GSC’s during contingency procedures.
ü Strict adherence to APM-M Group culture, values and reputation and ensure compliance with APM-M Group and CB policies.