Team Leader
Kraków
Nr ref.: cc: 700311
US working hours: 1:30 pm-10:00pm
Service Delivery:
- Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
- Assign tasks / workflows to team members and manage workloads
- Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
- Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
- Measure the level of internal client satisfaction, taking corrective action where necessary
- Check work from other team members, including regular spot checks to ensure quality is high
- Work closely with the US and India teams to ensure that all work is carried out in a timely manner and to a high standard
- Carry out administration tasks through the use of TBS workflows to ensure tasks are completed
- Feeding back suggestions and improvements in working processes to the US
- Ensure that processes are documented and that knowledge is captured, documented and shared within the team
- Put a system in place to train new hires / less experienced team members in the team's processes and tools
- Provide support for the team members in communicating issues to other teams and ensuring timely resolution
- Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
- Ensure that the team is aware of and can respond to risks that may impact service delivery
- Ensure that team members record their working time accurately
Change Management:
- Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
- Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
- Develop a culture of continuous improvement within the team
- Coordinate any projects that impacts your team, ensuring that the project delivers the required result
- If required, manage the transition of work to your team
People Management:
- Initiate and participate in recruitment processes to fill any team vacancies
- Make rounded hiring decisions by checking that candidates have the right level of motivation, competence, technical know-how and communication skills to be valuable members of the team
- Set performance goals for colleagues based on the SMART model and make sure that they are recorded in the Talent and Reward System (TRS)
- Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations. Keep records in TRS of colleagues’ performance
- Hold monthly 121s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
- Evaluate and rate colleagues' performance at the end of each year, ensuring they receive accurate written feedback
- Make use of a development map to assess a colleague's current skill level
- Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
- Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward. Make sure these goals are recorded and tracked in the Development Plan in TRS
- Assign development activities for colleague based on the 70-20-10 model. Make sure that these activities are recorded in the Talent Profile > Development section of TRS
- Maintain the 'talent status' of colleagues in the TRS tool, making sure your manager is aware of key talents within your team. Work with your manager / Talent Development to ensure that key talents have an appropriate development plan
- Prepare, regularly review and update succession plans for the team
- Manage absences in the team in accordance with work volume and HR policy
- Promote a pro-active and responsible culture within the team based on professional standards of behavior
- Take action to integrate the team and make sure that any internal conflicts are resolved
- Manage the flow of communication within the team, ensuring that information is cascaded effectively to the team
- Monitor the level of engagement within your team and take action to increase it
- Recognize colleagues for their contributions and accomplishments
- Manage the team including offering regular help and support to team members
Requirements:
- University degree or equivalent (specialization in accounting / economics/finance/administration would be an asset)
- At least 1 year of experience in managing group of 5 - 10 people
- Experience in managing projects would be an asset
- English level: C1 or higher
- Knowledge of local policies concerning HR, security, IS, health & safety, business continuity
- Ability to promote a spirit of shared responsibility within the team
- Proven ability to manage multiple tasks at a time while paying strict attention to details
- Good knowledge of Aon tools and systems used in daily processing
- Understanding of basic business and financial principles
- In-depth knowledge of Healthcare processes and procedures
- Very good command of MS Office tools (especially Excel)
- Ability to make decisions and improvements based on metrics
- Strong problem solving skills
- Excellent interpersonal skills
- Ability to communicate difficult messages
- Excellent written and oral communication skills
- Ability to work and communicate in the culturally diverse team
- Understanding of improvement and quality tools
- Good knowledge of change management techniques
- Basic knowledge of project management principles
- Strong ability to delegate tasks and execute results
- Very good organizational & time management skills
- Ability to deal with stress and tight deadlines
- Spotless record and strong ethos
We offer:
- The best medical cover on the market with free dental care
- Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
- Stability of employment and permanent contract after trial period
- Brand new office supporting collaboration, flexibility and activity based working
- Internal career opportunities and individual development plan
- Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
- Lots of social events, charity actions and opportunities to integrate with colleagues