Company: Arvato Digital Services LLC - Arvato FS USA

Requisition ID: 15229

Overall Job Purpose:

The Team Manager is responsible for to deliver first class customer service to Arvatoustomers & partners hieving all contractual targets. This TM will work very closely with MS in ensuring the expectations and targets of this team are met. The team Manager also must ensure that team members adhere to Company rules, procedures and standards and that any corrective action taken is fair and in line with Company procedures.

Person Spec and Competencies (Please read in conjunction with the Key Result Areas)

Essential Qualifications, Training and Experience:

• Bacheloregree in a business related major preferred but not required.
• Proven people management experience including performance management in a customer service / BPO environment
• Customer management experience a distinct advantage and involvement in internal and client reviews at a senior level
• Highly proficient in the use of MS Office, including Excel, Outlook and PowerPoint, as well as a working knowledge of other relevant systems
• Highly developed Change Management skills
• Strong Leadership skills essential
• Excellent organizational skills and very disciplined in follow through on actions & plans
• High level of flexibility required with respect to working hours in line with the UNITE working model

Personal Attributes required:

• Ability to exercise managerial judgment, making firm decisions, delivering results with minimal supervision
• Excellent interpersonal and communication skills, facilitating the establishment and maintenance of effective working relationships with management, co-workers and customers.
• Self-starter with the proven ability to lead in a results driven team environment
• Keen attention to details. High level of numeric literacy and presentation skills.
• Excellent analytical and problem solving ability
• Ability to respond to stressful situations in a calm and constructive manner, while maintaining a professional outlook and approach at all times

Key Result Areas

• Build and maintain strong relationships with the client, subsidiaries and channel partners
• Maximized productivity levels within the team, working with peers to identify & implement synergistic activities to maximise productivity across the wider organisation
• Employ strategic & tactical planning, to successfully lead the team in a dynamic business environment, driving improvements in KPIs, quality, and overall service delivery
• Promote teamwork across the organisation, contributing significantly to initiatives in Regional and Global Operations Centres and/or cross-functional teams
• Establish objectives and goals for the team, directed towards process improvement, increased efficiency, and improved service delivery
• Coach and develop talent across all layers within the organization, ensuring growth & succession opportunities for team members, maximising bench strength
• Create personal development plans for each team member and complete monthly 1-2-1 reviews, mid-year appraisals and annual appraisals
• Anticipate the various needs, challenges and requirements facing the team and work within the leadership team to find positive & creative solutions, minimise negative impacts on business
• Promote a positive and professional environment, maximise morale, achieving results through consensus, while ensuring that all areas of responsibility are handled fairly and consistently
• Actively promotes Company goals and mission to the team members

Performance Management

· Create a culture that encourages the continuous improvement of individuals skills, behaviour and contributions

· Manage and champion competency frameworks and models that ensures an effective performance management system

Continuous Improvement

· Engage in and take ownership of personal development and career planning

· Find ways to do things better for you, the team, arvato and the Client

· Foster the right environment for idea generation

· Listen to ideas to improve from team and bring those ideas forward

· Identify and address learning needs in the team

Team Work

· Build strong, lasting relationships with your peers, colleagues and Senior Management

· Support colleagues and build the right culture

· Be flexible and adapt to different situations, customers and business needs.

· Share knowledge with colleagues

· Recognise the part you play in the team and contribute to its success

· Is responsible for own actions where applicable

· Develop and maintain positive working relationships with Clients and represent arvato positively internally and externally

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Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed

About Arvato

Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the worldargest media companies, Arvato has more than 65,000 employees in over 40 countries.

Present in Ireland for over 20 years, Arvato has over 1,800 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there good chance that we were active behind the scenes as a service provider.