Team Leader – SSC Client Service Support new

Job Description

• Has knowledge related to customer support, presales, API sales engineer and other roles in own team
• May have operational tasks direct responsibility as per the business needs
• Assists his/her team on business processes and principles understanding and application
• Is accountable for operations’ accuracy and quality regarding statutory and Group standards for his/her team
• Answers to internal requests upon the management requests
• Is the primary point of contact with serviced countries, including management of agreed meeting types
• Responsible for analyzing new scope activities and testing processes & tools
• Monitor speed & quality KPIs on a monthly basis, responsible for providing and implementing agreed measures
• Responsible for risk management reporting done with or without complaints (incident & loss reporting / follow-up)
• Identify & implement productivity gains as per company targets; responsible to input productivity initiatives in the company tool; support target common achievement by managing own team contribution
• Supports transitions including documentation control
• Ensures documentation (SOP) is permanently up to date, signed-off by respective client and uploaded in Company Repository
• Manage the relationship with the internal client (countries served) and coordinate actions with SSC Management and other SSCs as needed.
• Accountable for lean training and lean coaching to be delivered within own teams, and methodologies to be continuously used during daily operations management
• Supports company initiatives in organizing transfers of activities in or out of own teams, as per business needs
• Accountable for own teams cost control by following company rules, by observing threats and proposing solutions to reduce or maintain cost

• Acts as hiring manager in the recruitment and selection processes
• Manages capacity planning, building a strategic plan and time management (HR related activities)​ for own team
• Mandatorily provides regular feedback for team members 1:1​, minimum once a month
• Contributes to team members development via annual performance evaluation process & other HR related processes, team members continuous motivation and retention.
• Responsible for setting yearly objectives and performing the evaluation for team members​ and accountable for any needed annual performance process follow-up for team members as per company policies
• Accountable for MyVoice employees survey engagement score of own team to be aligned with the true benchmark
• Any other activity according to business requirement for the countries served.​
• Acts as role model for company values

Qualifications

Soft skills:

• Very good communication skills with external and internal clients
• Management and relationship skills:
  • Ability to manage and generate team spirit
  • Ability to hold and facilitate meetings
  • Ability to arbitrate
  • Sense of service and diplomacy
• Rigorous work and organization,
• Capacity of analysis and synthesis,
• Adaptability for transformation,
• Ability to work in project mode and on multiple projects at the same time.

 

Hard skills:

• Knowledge of respective process standards
• API support Knowledge is recommended
• Sales support knowledge needed (minimum 3 years)
• Interest and ability for IT systems

 

Languages :

• Fluent in English
• Professional level in French or German is a plus

Education:

• Bachelor’s Degree in Business, Accounting, Finance or similar

Experience:

• Proven previous experience in leading teams for client services of min 5 years (technical support – API preferred; customer support; sales support)
• Previous experience in Shared Service or BPO required (minimum 5 years).

Additional Information

WE OFFER YOU:

• Competitive remuneration
• Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field
• Possibility to gain expertise in business information services, trade credit insurance, and finance
• Flexibility to work in a hybrid mode, blending remote and on-site work