Delivery, Service Manager - Granada, España - Alight

Alight

Empresa verificada

Granada, España

hace 1 semana

Publicado por:

Isabel García

beBee Recruiter

Descripción

Overall objective of the Role

The Service Manager is responsible for engaging and coordinating the team in all day to day service activities.

You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards.

You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues.

You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture.

As the Service Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members

Main Responsibilities

Key responsibilities:

Supports the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues
Effectively manage and monitor ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards
Coordinate training on ticket management as needed
Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followedup
Ability to utilize the hrX suite of tools as it relates to the scope of their team
Undertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented
Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed
Understand global standard processes as well as contractual scope of service for their team
Detect and solve possible inefficiencies in processes
To support Specialist activities for specific accounts when the need arises
Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
Support the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly tracked
Manage accesses on all applicable systems for their team and support on logístical issues
Ensure compliant use of all systems and Company properties
Perform performance review for their team in collaboration with the Operation Manager
Support and manage the team to ensure SOC compliance
Ensure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation. Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to date
Manage TRS and all timerelated standard processes for their team: backups, shifts, holiday coverage, absences, presence in trainings, overtime, work at home, etc. Based on the standard process requirements, inform/consult with the Operation Manager
Manage schedule adherence, team productivity, capacity and utilization
Ability to recognize and deal appropriately with sensitive and confidential information
Support and adhere to all security compliance procedures while managing security incidents as per the defined process
Support technical issue coordination and resolution
Maintain a professional environment; correct behaviours and enforce the use of business etiquette
Work in very strict, positive and flexible collaboration with the Operation Manager
Liaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, reception
Participates in other projects and activities compatible with own skills as needed and assigned

Key Criteria to monitor performance

Adherence to all Security and Compliance procedures
100% on time and proper tracking of customer SLA agreements
Adherence to quality standards
Team retention
Team Performance within defined standards and customer contracts

Alight Core Competencies

Be Accountable
Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results

Solve Problems

Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement

Take Ownership