Daily operational team management of Front Office and/or Back Office teams, including planning, definition of tasks, review of service level, quality control, risk analysis, call handling status and escalation, status reports (daily, monthly, yearly), problem reporting and organization definition;
Resource management: planning of resource usage (shifts, holidays, projects) and estimation of costs, timescale and resource requirements for the expected level of service;
Activities tracking against the plan, provide regular and accurate reports;
Proactive in interaction with hierarchy;
Costs monitoring, timescales and resources used. Take appropriate actions where these deviate from agreed tolerances;
Managing the change control procedure;
Providing effective leadership for the operational team, acting as a positive role and behavioural model at all times;
Ensure all tasks are carried out in line with the needs, wishes and preferences of the client.
Qualifications:
If you have:
Bachelor’s or Master’s Degree and minimum 5-7 years of relevant experience in indicative or similar roles;
Very good project management skills;
Very good team management skills;
Very good in quality management;
Advanced IT product knowledge and experience (HW/SW);
Highly autonomous and IT skilled in business management tools;
Strong sense of professionalism, flexible and responsive at all times to meet the changing needs of the service and the service users;
Knowledge of the Institution and its main key players, preferred experience of working with elected Members;
Conscientious and efficient, shows persistence when faced with difficult problems or challenges; remains calm in stressful situations;
Multitasking and result oriented;
Precise, thriving on quality;
Emphatic listening;
Excellent communication skills;
Fluent in both English/French both written and oral;
Very good skills in all of the MS office applications;