Customer Administration Team Leader - Umbrella

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:

\n
• Takes overall responsibility for the team's workload and service to the team's client portfolio
\n
• Monitors the team's performance against SLAs and client deadlines
\n
• Motivates and facilitates effective team working, recognising that team members may be working remotely
\n
• 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
\n
• Provides timely communications to the team to keep them informed of priorities and plans
\n
• Holds regular meetings with all team members to discuss workloads, client matters, internal communications etc.,
\n
• Monitors team productivity and quality using the work management system and provides regular feedback to team members
\n
• Ensures the system is used effectively and timesheets are updated correctly and regularly
\n
• Takes responsibility for resource planning and communicates any concerns to the Operations Manager
\n
• Reviews the skills available in the team and takes steps to ensure that knowledge is shared and there is no key man risk
\n
• Promotes cross team working
\n
• Ensures the team follows standard processes and best practices to promote consistent working practices across all administration teams
\n
• Delegates where appropriate whilst retaining accountability
\n
• Actively manages the team to adhere to specific targets and respond to the need for a rapid turnaround of work
\n

People Management

\n
• 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
\n
• Provides constructive feedback for others in order to improve their understanding and knowledge and support the development of the individual
\n
• Conducts regular one-to-one discussions for all team members
\n
• Manages change to ensure the team adapts to process and policy changes effectively
\n
• With support from the local Operations Manager, deals with holiday, adjusted hours and flexible working requests
\n
• 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
\n
• Takes a proactive approach to ensure team members' wellbeing is prioritised using resources available to signpost additional support if required
\n
• Supports the Operations Manager and works closely with HR to manage challenging people matters in line with HR policies
\n

Please apply!

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.