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Overall objective of the Role
The Service Manager is responsible for engaging and coordinating the team in all day to day service activities. You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards. You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues. You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture. As the Service Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team members
Main Responsibilities
Key responsibilities:
- Supports the associates and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues
- Effectively manage and monitor ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards
- Coordinate training on ticket management as needed
- Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followed-up
- Ability to utilize the hrX suite of tools as it relates to the scope of their team
- Undertake, support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented
- Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed
- Understand global standard processes as well as contractual scope of service for their team
- Detect and solve possible inefficiencies in processes
- To support Specialist activities for specific accounts when the need arises
- Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
- Support the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly tracked
- Manage accesses on all applicable systems for their team and support on logístical issues
- Ensure compliant use of all systems and Company properties
- Perform performance review for their team in collaboration with the Operation Manager
- Support and manage the team to ensure SOC compliance
- Ensure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation. Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to date
- Manage TRS and all time-related standard processes for their team: back-ups, shifts, holiday coverage, absences, presence in trainings, overtime, work at home, etc. Based on the standard process requirements, inform/consult with the Operation Manager
- Manage schedule adherence, team productivity, capacity and utilization
- Ability to recognize and deal appropriately with sensitive and confidential information
- Support and adhere to all security compliance procedures while managing security incidents as per the defined process
- Support technical issue coordination and resolution
- Maintain a professional environment; correct behaviours and enforce the use of business etiquette
- Work in very strict, positive and flexible collaboration with the Operation Manager
- Liaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, reception
- Participates in other projects and activities compatible with own skills as needed and assigned
Key Criteria to monitor performance
- Adherence to all Security and Compliance procedures
- 100% on time and proper tracking of customer SLA agreements
- Adherence to quality standards
- Team retention
- Team Performance within defined standards and customer contracts
Alight Core Competencies
- Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results
- Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement
- Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities
- Be Client Centric - Actively respon
