The Team Manager role covers three key areas:
Executing operations through the work performed by his/her team members in line with the contractual agreement and the scope for specific processes/clients. This responsibility is measured against Key Performance Indicators and Service Level Agreements as well as the team’s performance as a whole.
Tracking and improving the work of the team to minimize errors and maximize efficiency. Co-ordinating projects to enhance service delivery, update processes, implement recommendations flowing an audit, or transition work in or out of the team. Using change techniques to ensure that change is managed smoothly.
Actively managing the team by delegating tasks, setting responsibilities, setting goals, managing performance, planning development and succession, showing leadership, giving feedback, coaching, and managing time and attendance.
· 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.
· 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.
· 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.
· Use the COMPs tool 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. 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.
· To 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.
· Recognise colleagues for their contributions and accomplishments
Role complexity depends on the particular team that the manager leads, but may include:
· Taking responsibility for signing off the output of the team’s work
· Liaising with client representatives
· Leading or co-ordatining project work
· Planning the transition of work to the team
A Team Manager is responsible for making decisions that impact the team and its ability to deliver the expected results. To facilitate effective decision-making, a team manager should continuously develop their expertise on clients, systems, and processes, as well as ensuring that they have adequate knowledge of Aon processes and policies concerning HR, security, health and safety, business continuity, finance and IS.
A team manager should act as a key liaison between their team and the business, senior management, clients, other teams, and support functions:
· Liaising with other local and offshore teams
· Co-operating closely with your Operations Manager
· Where necessary, working with internal or external clients to improve service delivery
· Sharing information and experiences with other team managers
· Developing effective working relationships with internal support functions
As well as supervising the work of the team, a Team Manager should continuously set an example to their team in terms of behavior, attitude and standards:
· Responding appropriately to any disciplinary issues in line with local HR policy.
· Ensuring compliance with Aon's Code of Conduct and other relevant legislation covering data, financial or physical security.
Please attach CV in English only.