Senior Team Manager

1 month ago

Shanghai, Shanghai, China SHL Full time
Job Description

SHL is a leading provider of people assessment and development solutions. We help organizations select, develop, and retain the right people for the right roles. As a Managed Services Team Leader, you will be responsible for the day-to-day and strategic management of the MS teams, ensuring efficiencies, quality, and excellent customer service.

Key Responsibilities:
  • Overall team delivery and quality of work in line with agreed KPIs and SLAs.
  • Support the Managed Services Support Manager in Change Management and Operational Readiness activities.
  • Act as escalation point to team on internal/external matters and escalate as appropriate to Managed Services Support Manager.
  • Tracking and support to all MS teams for overall client projects; ensuring adherence to budget and schedule and identify/address/escalate issues, disputes, or objections that may impede success.
  • Support the Managed Services Support Manager to drive awareness and understanding of the Managed Services team operations and services across the SHL business, supporting pre-sales initiatives and offering consultative support to Field Sales and Contact Centres as required.
  • Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and SHL's key objectives, whilst delivering cost-effective operations.
  • Actively look for potential revenue streams, efficiencies, and feedback to management ways in which to increase revenue and update processes, and instigate the same culture within the team.
  • Help and support the Managed Services Support Manager for the selection, on-boarding, performance, development, and retention of all team through standard SHL approaches.
  • Help and support the Managed Services Support Manager to produce weekly/monthly reports on individual and team performance and productivity levels in order to monitor and compare results against business objectives.
  • Planning, prioritizing, and managing resources whilst providing support & direction to Managed Services Team.
  • As a Managed Services Team Leader, you will be expected to build a strong knowledge of the Managed Services offerings and solutions to present world-class solutions to external clients, support, and perform training and on-boarding to team members.
  • Establish strong internal relationships with: MS Project management, Support, and quality assurance team, GCSC teams, Local Professional services, and Central Professional services teams - to ensure the efficient and effective delivery of our Projects to clients.
Requirements:
  • Deciding and initiating action.
  • Leading and supervising.
  • Relating and networking.
  • Adhering to principles and values.
  • Applying expertise and technology.
  • Planning and organizing.
  • Delivering results and meeting customer expectations.
  • Coping with pressures and setbacks.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.

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