Team Manager

Role Summary

Managing a team of 5-12 employees and ensuring team service delivery to customers according to agreement and customer and internal expectations.

Your Responsibilities

Financial Management

• Ensures that services are delivered according to SLAs to clients served from own team such as timeliness of pay accuracy of payment timely service request handling in C4C etc.
• Monitors reports and analyses KPIs around service excellence and customer satisfaction of clients served from own team
• Plans and takes immediate corrective actions whenever KPIs or SLAs are not met and addresses critical customer issues without delays
• Ensures prompt timely and efficient payroll deliveries to customer according to payroll calendar and customer expectations
• Responsible for testing and taking into production of system changes and improvements and supports the efficient change management process
• Prioritizes and delegates team work efficiently
• Ensures that Zalaris relevant controls and policies are implemented and followed
• Proactively drives near/offshoring transition activities for own customers and productivity and cost efficiency improvements in own team
• Proactively drives continuous improvement activities in own team
• Promotes Lean way of working and ensures that Lean morning meetings are held
• Promotes internal co-operation with other Zalaris functions and sites

Personnel Management

• Acts as line manager for team members
• Ensures correct time writing in own team
• Ensures that the Performance Management and Goal setting (PMGM) process is held timely and SMART targets are set to all employees in the team
• Addresses critical team issues without delays and provides guidance to team members
• Workforce planning: Ensures that sufficient and competent resources are available in the team when needed
• Creates good working atmosphere motivation and engagement in the team
• Communicates organizations strategy goals and values to the team members
• Demonstrates trust in all team members; is approachable and accessible
• Provides feedback on performance and identifies opportunities and approaches for maximizing team performance
• Ensures competence issues are tackled and competence levels are continuously developed inside own team
• Follows up and reports on sick-leave in the team

What we offer