The Team Leader will be responsible for:
Business Management
• Establish and maintain good working relationships with the client and
their employees as appropriate
• Establish and maintain good working
relationships with Logica functional teams that may impact (directly or
indirectly) the activities the UK Business Development Hub
• Ensure the
day-to-day services pr meet the SLA and client expectations, and thereby secure
the customer’s satisfaction with our work
• Ensure any service changes
implemented are properly managed and communicated to the team
• Support the
recruitment of staff, as appropriate, and in line with Logica’s PH policy and
procedures and the requirements of the UK Business Development Hub
•
Identify and support opportunities for growth
Service Management
The Team Leader is responsible for service delivery and is expected
to:
• Gain a thorough understanding of the SLA and contractual obligations to
the client(s)
• Ensure the service delivered is compliant with the service
delivery and quality plan
• Provide input to the Client Service Manager to
ensure the correct level of resource is maintained
• Ensure controls and
processes in place are sufficient to avoid potential service failures; escalate
issues to the Client Service Manager
• Ensure all documentation associated
with delivering the service is kept up-to-date all documents meet quality
standards
• Liaise with functional teams to ensure working procedures are
updated in line with any changes made to the UK Business Development Hub service
delivery model
• Manage the resolution of client / employee queries in line
with the SLA
• Liaise with functional teams supporting KPN managed services
to ensure service levels are being met and escalate any potential failures to
the Client Service Manager
• Ensure the Change Control process is adhered to
for client requests that are additional to the service delivery described in the
SLA
The Team Leader is responsible for advising the Service Delivery Manager of
any potential service failures and providing recommendations for resolution. In
addition the Team Leader is required to track and monitor the status of the
following:
• Resolution of actions arising from Service Review meetings to the client
satisfaction
• Resolution of actions arising from internal quality audits
• Performance stats in line with the SLA and internal reporting
requirements
• Performance of functional teams that impacts delivery of
service
The Team Leader is also required to attend regular meetings with the Client
Service Manager and attend the client Service Review Meetings as appropriate, or
at the client’s request.
Regular meetings with functional team leaders must be established and
minutes to discuss client issues and monitor service delivery of the function.
Staff Management
• Effective management of staff in terms of utilisation and performance
• Responsible for managing the underperformance of any team member in
accordance with Logica’s PH policy and procedures and the requirements of the UK
Business Development Hub
• Support the Service Delivery Manager to identify
team training needs, system developments and enhancements to input into the
business improvements plan
• Coach associates, specialists and consultants in
the mechanics of the UK Business Development Hub activities and ensure all staff
have a good understanding of the specific requirements of the customers
•
Maintain up-to-date knowledge of relevant legislation and ensure services adhere
to such
• Undertake adhoc activities as requested by the Client Service
Manager
• Complete staff performance feedback reports for the team, and other
members of staff where appropriate, in accordance with the requirements of the
Logica Performance Management System
• Ensure a level of confidentiality is
maintained within the team and take disciplinary action, as appropriate, where
confidentiality has been breached
• Health and Safety issues must be managed
in accordance with company policies and advice sought from the Building Safety
Officer, as appropriate
Reporting
The Team Leader is to provide input to the monthly business reports
covering:
• Management review of service during the reporting period
•
KPI model
• Client issues / resolution status
• Team productivity
•
Other significant operational metrics
These reports should be submitted to the Client Service Manager in line
with the Line of Business (LoB) reporting timetable.
Typical Background for Team Leader:
The Team Leader must possess effective communication skills as they will be
working with all levels of the business.
A bachelor’s Degree in Business
Administration or related discipline or the equivalent; experience in BPO
operations/service delivery management.
Proficient staff management,
relationship management and conflict resolution skills.
Proficient skills to
analyze, develop, and implement workforce-related solutions using knowledge of
employment law, staffing, training techniques, and salary administration
practices.
Proficient presentation and communication skills.
Good
leadership and proactiveness is important and the ability to prioritise work and
manage workloads across the team. Should be able to manage the service to
reflect professionalism and high quality.
