Team Manager (Service Operations)

About the Role

The Team Manager is responsible for overseeing and coordinating the day-to-day activities of the operations team members to ensure smooth and efficient business processes. This role requires a hands-on leader who can manage people, performance and resources, develop team members, optimize workflows, and drive operational excellence.

Accountable for the output and performance of 12-14 team members, the Team Manager works closely with various departments to align operations with the organization’s goals, ensuring timely and cost-effective service delivery and in turn, delivery of ICEs commitments to customers measured via SLA agreements.

Key Responsibilities:

Team Leadership and Development:

• Manage, mentor, and develop a high-performing operations team.
• Conduct regular 121s, performance reviews and provide constructive feedback to enhance team skills.
• Foster a collaborative and motivating work environment that encourages continuous improvement.

Operational Planning and Execution:

• Develop and implement plans, initiatives and ways of working to improve efficiency and productivity.
• Allocate resources effectively to meet business goals and project timelines.
• Ensure all operations are executed according to company policies and customer SLA requirements
• Work with P&C to support recruitment and onboarding of new employees and any BAU HR related admin.

Process Improvement:

• Identify and resolve people, process and operational inefficiencies or bottlenecks.
• Implement best practices and process improvements to streamline workflows.
• Monitor key performance indicators (KPIs) and adjust processes as needed to meet targets.
• Optimize operational costs by identifying opportunities for savings without sacrificing quality or performance.

Reporting and Analysis:

• Prepare regular reports on operational performance, KPIs, and other metrics.
• Analyze data to identify trends, risks, and opportunities for improvement.
• Monitor service delivery to ensure that quality standards are consistently met.

Requirements and Qualifications:

• Proven experience in an output and delivery focused operations teams management or a similar leadership role.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in Microsoft Office Suite.
• Capacity to engage, inspire and motivate others
• Strong leader in times of business change with experience of managing continuous improvement
• Tenacious, resilient and driven with an ambition to create a strong career in people, process and performance management.

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