Team Leader – SSC Client Service Support

About this role

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 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.