Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals.
For our Client, we are looking for Product Support Managers.
Job details:
As the Product Support Manager you will be responsible for my Clients ERP suite for mid-sized services intensive organizations. Reporting to the Customer Support Centre Manager, the role requires an experienced hands on manager with strong operational experience, people management skills and demonstrable expertise in service delivery.
As a Product Support Manager you will be responsible for a team of 10 Team Leads each responsible for the customer support of a core component of the product and a team of 10 people (Financials, Project, Costing and Billing, Logistics and HR/Payroll). (Team 100 people).
As a Product Support Manager you will develop and motivate teams to deliver outstanding results and the delivery of excellent customer experience with fast and efficient issue resolution.
As a Product Support Manager you are responsible for managing people within processes. You will own the development of skills capacity, motivation and management of staff performance and achievement of service KPIs.
Key tasks and responsibilities:
- Provide strong leadership, guidance and specialized knowledge to champion the key accountabilities and business operational strategies;
- Work with Customer Support Centre Manager for Senior Management team to deliver best in class customer support performance aligning to the strategic direction of the Company;
- Devise and manage a plan to maximise available resource;
- Accountable for the achieving the monthly and annual Service level agreement targets of the Customer Services team;
- Responsible for Team Leads;
- Maintain close relationships with key stakeholders;
- Act as a point of escalation to resolve resource contention issues;
- Accountable for recruitment of all team leads, customer support (application) and technical support consultants;
- Ensure effective selection processes and high retention rates;
- Responsible for thorough induction procedures for new starters;
- Embed performance management process and deliver for own team ensuring good performers are recognised and poor performers are improved and, where necessary, exited;
- Comply with company’s information and security requirements and all company business procedures, policies and ISO/BS standards.
Job requirements
Knowledge and skills
- Leading by example - High energy, tenacity, ability to make things happen;
- Strong influencing and persuasion skills;
- Strong relationship building – respecting and involving others – encouraging teamwork;
- Excellent interpersonal and communication skills;
- Fluent in English, both written and verbal;
- Managing Performance;
- Proven ability to create a highly motivated team;
- Strong analysis, problem solving and decision making skills with good attention to detail;
- Recruitment & Selection – recruit and develop good people using behavioural competency based methodology;
- Extensive experience in achieving excellent performance balanced with skills development;
- Planning and organisation.
Education
- Bachelor’s degree in a relevant field.
Experience
- Discipline and Grievance management experience;
- Robust and extensive Performance Management experience;
- Experienced in developing compelling business cases for resource requirements;
- Experienced coach with demonstrable experience in successful team and individual development - Extensive experience in coaching for performance;
- 3+ years’ experience in resource planning and forecasting for a resource pool of 150+ staff across a variety of product streams and geographical locations;
- 5+ years’ experience in support or contact centre management experience.
- Credible understanding of the product portfolio and product development roadmap of UNIT4 software and solutions preferred.
Personality
You are energetic, self-motivated an initiative taker. You are a very good team player but also able to work individually. You are enthusiastic, realistic and creative. You like to build relationships, flexible and have an open communication style. You are able to work flexible hours, as customers may need essential support out of core hours from time to time.