Assistant Manager

Job Summary:

• To organize and direct the resources of a Back office wider team/crew to ensure a high-quality, cost-effective account servicing facility is provided to all customers. To ensure that care and support is given to all colleagues and customers.

FUNCTIONAL/ OPERATIONAL:

• Plan and control all available resources to ensure achievement of agreed service standards; facilitate continuous improvement and to maintain costs within agreed budgets.
• Manage, motivate, develop counsel, and appraise direct reports ensuring that their individual and collective performance and that of their teams meets the current and planned future needs of the business.
• Monitor the quality of service provided by the back-office team to ensure achievement of agreed service standards; regularly reviewing customer satisfaction and recommending / undertaking appropriate action to continually improve performance including regular coaching for TMs and advisers providing feedback and support.
• Monitor and manage operational performance, taking / initiating appropriate action to ensure continued achievement of agreed service standards, productivity, and availability; taking personal control where required in cases of severe disruption, e.g. system breakdown or major difficulty.
• Manage and resolution of major systems problems / IT faults / crises including the coordination of support from other parties until all issues have been satisfactorily resolved and service has been fully restored in a timely manner and with minimal customer impact.
• Contribute to the formulation of ideas and plans to enhance the overall provision / reliability of service identifying, recommending and initiating changes to systems / procedures to facilitate continuous improvement.
• To lead and set an example of the Groups Values day to day and in all interactions, promoting this behaviour and supporting TMs.
• To carry out regular check ins with TMs, observations to support and validate feedback ensuring change is implemented and embedded. Support TMs with wellness support and absence management including HR procedures.

General Security:

• Adhering to Information Security Policies and Procedures of TP.
• Ensuring compliance to Information Security Policies and Procedures
• Understand and Comply with Information Security Policies.

Specific security responsibility:

• Understand and Comply with Information Security Policies and Procedures and report all security incidents
• Protect information entrusted to you.
• Follow the information labelling and handling procedures based on the classification level of the asset
• Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy
• Comply with the Non-Disclosure Agreement.

Competencies and Specific Skills

• Efficiency of planning
• Efficiency of crisis management / co-ordination
• Has a lead role and works well alone and as part of a team
• Achievement of agreed service standards
• Customer satisfaction. Measured through NPS and VOYC
• Motivation and efficiency of team
• Contribution to and efficiency of planning
• Effective resolution of difficult issues and problems
• Accuracy and volume of personal and teams work
• Quality of staff management and development
• Quality and success of continuous improvement initiatives

Key Capabilities:

• Customer excellence
• Care and excellence
• Supports with development
• Communication and impact
• Managing relationships
• Decision making
• Coaching and feedback
• Delivering change and improvements
• Delivering results.

Kindly share your updated CV along with your application.

at shamina.sayyed@teleperformancedibs.com