Customer Administration Team Leader - Umbrella
Our client, a leading financial professional services business, are recruiting for a Customer Administration Team Leader to join the team at their office in Glasgow on a long term contract basis.
5 days per week in the office
Role:
- Takes overall responsibility for the team’s workload and service to the team’s client portfolio
- Monitors the team’s performance against SLAs and client deadlines
- Motivates and facilitates effective team working, recognising that team members may be working remotely
- Responsible for ensuring team members meet quality standards by adhering to policies and procedures and tasks are carried out in accordance with our internal controls
- Provides timely communications to the team to keep them informed of priorities and plans
- Holds regular meetings with all team members to discuss workloads, client matters, internal communications etc.,
- Monitors team productivity and quality using the work management system and provides regular feedback to team members
- Ensures the system is used effectively and timesheets are updated correctly and regularly
- Takes responsibility for resource planning and communicates any concerns to the Operations Manager
- Reviews the skills available in the team and takes steps to ensure that knowledge is shared and there is no key man risk
- Promotes cross team working
- Ensures the team follows standard processes and best practices to promote consistent working practices across all administration teams
- Delegates where appropriate whilst retaining accountability
- Actively manages the team to adhere to specific targets and respond to the need for a rapid turnaround of work
People Management
- Using the MI available, works with the local Operations Manager to ensure that team members are performing effectively, identifying development needs and providing coaching and training where necessary
- Provides constructive feedback for others in order to improve their understanding and knowledge and support the development of the individual
- Conducts regular one-to-one discussions for all team members
- Manages change to ensure the team adapts to process and policy changes effectively
- With support from the local Operations Manager, deals with holiday, adjusted hours and flexible working requests
- Conducts return to work discussions following periods of absence. With support from the local Operations Manager, manages any excessive sickness and/or long term health issues
- Takes a proactive approach to ensure team members’ wellbeing is prioritised using resources available to signpost additional support if required
- Supports the Operations Manager and works closely with HR to manage challenging people matters in line with HR policies
Please apply!