• North America Team Manager

    Requisition ID 2452317
    Job Family PL-Krakow
  • Posting Description

    I. Service Delivery:

     

    • Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process.
    • Manage the team's workload by ensuring that there is an effective process for allocating tasks or cases.
    • Make sure there is a process in place to manage fluctuations in volumes, and ensure that the team's capacity to deliver is maintained throughout the year.
    • 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 and/or external client satisfaction, taking corrective action where necessary.
    • Produce, analyze and share metrics and reports that describe the productivity and quality of the team's work.
    • 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 or client satisfaction.
    • Ensure that team members record their working time accurately.

     

    II. 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.
    • Ensure that processes and systems are updated in line with any statutory or legislative changes.
    • Cooperate fully with auditors, both internal and external, and make sure that any resulting recommendations are implemented.
    • Co-ordinate any projects that impacts your team, ensuring that the project delivers the required result.
    • If required, manage the transition of work to or from your team.

     

    III. 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 Workday
    • Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations.
    • Hold monthly 1-2-1s 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.
    • Use the Workday COMPs module to make recommendations for colleagues' bonuses and salary in line with their performance rating.
    • Make use of a skills/capability matrix or 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.
    • Assign development activities for colleague based on the 70-20-10 model.
    • 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 behaviour.
    • 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

     

     

    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

     

     

     

    Please attach CV in English only.

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