Support Team Leader Resume Samples
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Support Team Leader Resume Samples
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AE
A Erdman
Alden
Erdman
360 Shea Squares
San Francisco
CA
+1 (555) 452 2117
360 Shea Squares
San Francisco
CA
Phone
p
+1 (555) 452 2117
Experience
Experience
San Francisco, CA
Support Team Leader
San Francisco, CA
Metz, Bode and Johnston
San Francisco, CA
Support Team Leader
- To provide regular management information and reports to the management team, ensuring all exceptions are reported accurately and in a timely manner
- Effectively managing the team’s performance, conducting regular performance reviews and appraisals, and helping in recruitment
- To provide task management for the Support Team on a day to day basis
- To input into and develop the Support Service Management Process/Procedure documents, SLAs, metrics and systems for our processes
- A supportive working environment, with friendly peers and management
- Examples of developing new and creative ways in improving processes within your department to make it more efficient
- Planning, managing and supporting the team to provide high quality and relevant support services to our customers in Italy
Los Angeles, CA
Retail Site Support Team Leader
Los Angeles, CA
O'Conner, Cormier and Beahan
Los Angeles, CA
Retail Site Support Team Leader
- Develop and maintain sound working relationships with key stakeholders, customers and external service providers
- Performance management of the Retail Site Support Team
- Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
- Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
- Develop a team environment that supports continuous improvements & promotes the Business culture
- Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
- Supporting process standardization by identifying improvement opportunities and process change proposals
present
Detroit, MI
Sales Support Team Leader Mercedes
Detroit, MI
Skiles Group
present
Detroit, MI
Sales Support Team Leader Mercedes
present
- Continually assess the effectiveness of the team, especially in terms of quality of service, such as abandoned calls, and make the necessary adjustments
- Responsible for the management, organisation and co-ordination of the day to day work, of a team of 6-10 Sales Advisors
- Motivate, develop, coach and train team to deliver performance standards, recognising achievement
- Organised and systematic approach to work
- Committed to providing 1st class customer service
- Self-motivated; uses initiative to work with minimal supervision
- Other duties as assigned including cover the BDC Manager when not on site
Education
Education
Bachelor’s Degree in Business Administration
Bachelor’s Degree in Business Administration
Auburn University
Bachelor’s Degree in Business Administration
Skills
Skills
- Proven experience at Team Leader level support services and a strong desire / capability to move into management
- Ability to make decisions quickly
- Solid experience in a large, complex environment leading a team
- Excellent communication skills, both verbal and oral
- Maintaining and supporting the team’s quality and improvement initiatives
- Capability to organise and prioritise tasks
- Willingness and aptitude to grow technical understanding and knowledge
- Customer service focussed with good interpersonal skills to gain stakeholder buy in
- Excellent written and oral skills including preparing reports and customer-oriented documentation
- Monitoring quality of support calls, call logging and escalations for continuous improvement of response and resolution times
15 Support Team Leader resume templates
Read our complete resume writing guides
1
EBS Support Team Leader Resume Examples & Samples
- Manage a team of CIBW Electronic Banking Service support consultants to ensure effective daily operations
- Encourage frequent knowledge sharing between team members
- Together with the Manager of the area, interview candidates to join the team and provide input into the recruitment decision
- Create effective workforce and recruitment demand plans to ensure that the current and future business requirements can be met
- Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team
- Monitor overtime and ensure that it is kept to minimum. Report excessive overtime to the head of the department and create plans to address the issues
- When required, initiate disciplinary processes for team members calling on support from Human Resources when required
- Review and update the department's organisation structure and role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
- Motivate team members and ensure that their efforts are recognised
- Monitor the maintenance of the Global database and address issues as escalated by the consultants
- Monitor the verification checks as done by consultants
- Oversee the maintenance of the legal documentation in the safe
- Monitor client service as deliver by consultants for quality assurance purposes
- Monitor the registrations and deregistrations as completed by the consultants
- Review statistics as provided by the consultants on pre-defined accounts registered
- Monitor the limit maintenance and support as provided by the consultants
- Act as an escalation point for any issues or queries related to documentation verification, new registrations and maintenance, limit maintenance and support and billing related support
- Monitor billing support and queries as handled by the consultants
- Develop and sustain own knowledge on all CIBW electronic banking products and systems which is supported by reading manuals and circulars, be aware of changes on the products by interacting with the product owners and attend change meetings as and when invited
- Take responsibility and challenge others, where behaviour is contrary to the Barclays Values
- Build and maintain effective relationships with various stakeholders within CIBW to keep up to date with Product knowledge and changes to products and systems. The contact can be telephonically, via e-mails or meetings
- Recommend changes to processes and systems of the various business units and products within CIBW to improve customer service, cost-effectiveness and efficiency
- Work together as a team to reach departments goals by respecting, trusting and helping each other
- Provide a prompt, efficient and effective feedback to team members to ensure easier methods to process work
- Ensure queries are responded to timeously and accurately and feedback is provided to the team by actioning listings produced daily with all outstanding incidents
- Ensure that Service Level Agreements are met by driving quality and productivity
- Provide specialist and technical knowledge to the team as and when required
- Participate in User Acceptance Testing, as and when required, and provide product specialists with feedback to enhance or change systems
- Take ownership for your work by being responsive, efficient, quality driven to increase customer satisfaction
- Share knowledge and educate the team members to improve quality of work in pursuit of departmental excellence
- Monitor compliance training undertaken by team members and ensure that they complete the required training with the prescribed timelines
- Compile evidence to support department's DRACA
- Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team
- Log all risk and loss events as a result of error or fraud highlighted in the department. Ensure that the issues are thoroughly investigated and closed or escalated as per policy
- Ensure that all regulatory requirements are adhered to
2
Middle Office Risk Support Team Leader Resume Examples & Samples
- Quote margin rates at a trade & portfolio level for IED OTC and IPB clients
- Apply margin levels for IED OTC trades, ensuring information is communicated to the client via sales and associated language is accurately represented within the Confirm
- Successful delivery of enhancements to platforms & systems flows in order to streamline margin & credit approvals and limit monitoring
- Partner with Collateral Management on margin dispute resolution
3
Business Support Team Leader Resume Examples & Samples
- Coaching and developing a team to achieve performance KPIs
- Manage team’s adherence in respect of policy, compliance and other legal requirements
- Contribute to special projects and initiatives from time to time as required
- Own the experience with the customer
- Manage internal customer relationships
- Promote GE Capital reputation by executing on internal and external relationship opportunities
- Complete 100% of all Compliance training and any other training as assigned to you when due
- Working knowledge of Microsoft Office suite of programmes; familiarity with systems including Vision+/ICBS/PACE/Mercury/LLAS/ACBS
- Coaching and Development - Uses appropriate interpersonal styles to inspire direct reports to action and facilitates development of knowledge and skills
- Influencing/Negotiation Skills - Understands the importance of listening and questioning skills and effectively explore alternatives and positions to reach outcomes to gain all parties’ acceptance
- Written & Oral skills - Great communication skills
- Social Perceptiveness - Be able to deal with different cultures and maintain a positive GEOS
4
Digital Support Team Leader Resume Examples & Samples
- To lead part of the customer support service based in Oxford, motivating and being accountable for their quality, providing all necessary support to team members to allow them to perform effectively to meet the needs of users, customers and the organisation
- To manage the Digital support members which may include, though not exclusively
- To use information and communication technology systems as required, carrying out the duties of the post in the most efficient and effective manner
- To manage, undertake and deliver training as appropriate, both within the organisation and to customers/partnering organisations (as required)
- To ensure appropriate communications are sent to clients
- To travel to locations other than the support service desk office to act as a representative of the organisation as necessary to perform effectively in the role
- To ensure the development, implementation and maintenance of business-like relationships between School, National, Regional and Local Authority and other organisations ensuring an effective and responsive service and promoting a positive, collaborative, working relationship between schools and the organisation
- Managing and motivating a core team of people
- Ability to work in a fast-moving, highly demanding customer service environment
- Ability to define customers' requirements and offer appropriate solutions in line with established procedures and policies
- Ability to work in a flexible manner, supporting other areas of the customer service operation when/if required
- Ability to deal effectively, professionally and calmly with a wide range of customer requests and demands, especially when dealing with non-technical customers
- User of Online Helpdesk software
- Technical writing, particularly in the field of FAQ information
- Advanced Excel/Database specialism would be particularly beneficial
5
Foreign Exchange Trade Support Team Leader Resume Examples & Samples
- Regulatory Functions
- Trade Support & Controls
- FX Cash and Options
- Local FX markets
- Develop and maintain Firm-wide stakeholder relationships. These relationships are fundamental in order to be able to perform data analysis and interpret in real time
- People development - we place significant emphasis on continuity planning, the success of which is dependent upon actively developing our people
- Supervision of daily functions to ensure all issues are resolved and escalated in a timely manner
- Risk ownership- a comprehensive suite of risk management tools are used to identify and actively manage risk across our business. The successful candidate will be required to demonstrate commitment to our risk management agenda
- Proven senior operations management experience
- A methodical approach to analysing/interpreting data and problem solving
- An intrinsic ability to identify priorities and deliver outputs on time to a consistently high standard
- A proven ability to manage people and motivate teams, having regard to both local and remote management skills
- The ability to prepare written reports to a high professional standard alongside effective verbal communication skills. The ability to communicate clearly and decisively to colleagues and senior stakeholders will be a key candidate attribute
- An ability to think strategically, to challenge the status quo and to develop solutions to support the business towards delivering its agenda
- Experience working with Regulators, for example in the interpretation and analysis of information requests, data mining, report preparation and presentations
- A desire to develop their career at Morgan Stanley by demonstrating willingness over time, to develop their role and acquire new responsibilities
6
Cash Equity Trade Support Team Leader Role Resume Examples & Samples
- Responsible for all EMEA Cash Equity market side executions
- Position reconciliation for Equity Desks across all products
- Control team for the internal reconciliation team in Mumbai and external reconciliation team at E-clerx Mumbai
- Resolving Trade discrepancies
- Managing market risk
- Go to point of contact for Equity related queries across Morgan Stanley including NPAs, regulatory / industry changes and new business enablement
- EMEA Cash Equity market infrastructure changes
- Good organisation skills, with the ability to manage multiple initiatives
- Ability to know when to escalate risks & issues to senior management
- Motivate and drive individuals to achieve high standards
- The individual needs to be able to lead & co-ordinate teams of people in achieving a defined objective
- The candidate will need to build strong relationships with people across all levels and areas of the Firm including Senior Management, often across location
- Understanding of front to back Cash equity trade flows would be a distinct advantage
7
Application Support Team Leader Resume Examples & Samples
- Supervise and Motivate Team Members
- Document, analyze and report on daily issues, policies and procedures
- Perform quality control
- Scheduling staff members to meet departmental needs
- Directly contribute to support staffs professional development
- Identify department needs and provide solutions
- Evaluate and report employee performance
- Regularly attend and contribute to client meetings
- Directly contribute to group development
- Help team moral by celebrating success
8
Cib-rates Sales Support Team Leader Resume Examples & Samples
- Perform weekly controls across all regions (Asia, EMEA and NA) for all asset classes pertaining to OTC Derivative products
- Investigate exceptions and liaise with multiple teams across Front Office, Middle Office, Back Office and technology teams to get the exceptions resolved
- Action and perform root cause analyses on new issues or control gaps
- Escalate issues for any urgent matters or assistance
- Overseeing the data gathering process, analyse the data and report MIS utilizing the various data source
- Excellent verbal and written communication skills. Individual should have been in a role that required daily and extensive communication directly with FO Sales & Marketing groups
- Ability to work in a high pressure environment with time critical deliveries
- Excellent time management skill and ability to prioritize work effectively
- Ability to respond to a changing environment
- Positive “Can Do” attitude
- Contributes to an environment of collaboration and mutual responsibility
- Degree holder in Finance / Economics or other related disciplines (preferable)
9
Support Team Leader Resume Examples & Samples
- Experience of supporting broadcast technology within a 24/7 output environment, including managing incidents, problems and technical changes in a demanding customer service environment
- Ability to manage a diverse team of people and to communicate clearly with a range of people, including the ability to explain and discuss complex technical issues using a range of styles, tools and techniques which are appropriate to the audience
- Understanding of good management practice and experience of managing teams to deliver high standards of work
- A track record of managing performance and coaching others. Experience of carrying out appraisals, delivering feedback, running meetings and having constructive conversations with team members
- A sound understanding of the technology used in multi-media broadcasting environments
- Knowledge and experience of ITIL service management good practice and customer service experience
10
Client Support Team Leader Resume Examples & Samples
- Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both trading and non-trading environments
- Focus on production stability and future changes are aligned to regional strategic direction
- Work closely with regional Service Management to ensure Support processes are in line with regional model
- Maintain a standardized global service offering through peer group collaboration
- Ownership of technology problems or requests until satisfactorily resolved
- Working with the Service Desk, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met
- Liaising with external vendors for support or maintenance work
- Responsibility for local data centre support and maintenance
- After hours / weekend support may be required. This may include activities such as; Power Downs, Business Continuity Testing, Data Centre changes
- Definesclear success criteria and goals for self and team, and monitors & measures performance against these
- Motivates the team to achieve agreed goals
- Able to demonstrate excellent communication and relationship management skills
- Provides guidance and support to team on how to exceed client expectations
- Strong understand of SLA' and KPI's
- Providing high level support of the Microsoft SOE - Windows 7, Office 2013
- Sound knowledge of Microsoft Active Directory and Microsoft Exchange
- Ability to support and troubleshoot issues with technologies including but not limited to: Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity (iPass/VPN), Cisco VoIP phones and Apple iPhone
- Thorough knowledge of Desktop, LAN, peripheral device installation and support is essential
- Build and share knowledge of business applications across the group
- Familiarity with iPhone and iPad client, Android, and management software
- Ability to acquire knowledge of business applications where first\second level support may be required
- Excellent analytical, problem solving, interpersonal, and communication skills
11
Enterprise Support Team Leader Resume Examples & Samples
- At least 2 years of experience in team leadership roles
- Experience in working in a global technical support team
- Excellent oral and written English communication skills to effectively present information to a wide range of audiences; large customers, technical staff, vendors, department management, and senior management
- Excellent Customer Service experience
- Multitasking, Ability to comply with tight deadlines and navigate through complex processes in a matrix environment
- Strong capabilities of building organized processes and structured formal documentation
- Excellent Teamwork and Cooperation skills
- Experience in Security companies
12
IT Infrastructure Level Desktop Support Team Leader Resume Examples & Samples
- Pre-shift team communication
- The Wroclaw L2 Support lead is responsible for leading and managing the Team based within the Wroclaw office that will support multiple locations. In addition, leader will have responsibilities to support the growing team and adopt a continuous improvement methodology to increase efficiency and service quality
- To effectively manage and prioritize the workload the team
- Communicate with stakeholders and business leads to ensure delivery and success by the team
- Responsible for the team growth – including recruitment, onboarding, knowledge transfer, identifying KPIs
- Able to develop a service culture, improve service quality and customer satisfaction and essentially be a leader with strong interpersonal and communication skills with the ability to motivate staff
- Responsible for the achievement of Operational Level Agreements (OLAs) with the internal resolving groups, monitoring and escalating where appropriate
- Provides in-depth support and leads problem solving and implementation efforts for specific Workspace services
- Keep team, manager and customer informed of status of issues
- Contribute to incident resolution. Analyse moderate to advanced inquiries and lead problem resolution. Coordinate across line teams to manage production incidents
- Align best practices and operational processes with global partners. Adherence to procedures to maintain quality and professionalism
- In-depth knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint) and Windows 7
- Ability to handle sensitive clients and cases
- Managing team growth
- Fluent written / spoken English
- Quality management and quality assurance within the team and between stakeholders
- Solid Teamwork and communication / information sharing
13
CIB Trade Support Team Leader Resume Examples & Samples
- Resolve Fails & Exceptions (Trade & Settlement Breaks)
- Pre-match trades prior to value date
- Monitor Unmatched/Failing trades and fix till settlement
- Provide Business Control Reporting – MIS
- Smooth operation for securities trade settlement by confirming trades with external brokers and custodian banks and resolving trade discrepancies and fails management
- Perform daily pre-matching of Equity trades for Cash and EDG before settlement date
- Daily reporting of the fail trades to the management and Traders
- Provide detailed business metrics to management on a daily basis
- Build and maintain strong working relationships with all EDG teams and be an expert on
- 6-8 years of experience in an investment banking environment, preferably in operations management
- Fluent English language skills (both verbal and written)
- Strong proficiency with PC software. Knowledge of MS VBA and SQL would be an asset
- Candidate should provide opportunity to the Team to gain valuable insights into the products, trade flows and systems globally
- Creates and/or contributes to an environment of collaboration and mutual responsibility
- Good understanding of downstream impact of actions undertaken, particularly the requirement for strong and timely controls throughout the life cycle of the trade
- Candidate should possess People management and Leadership skills and be a role model for the Team
- Drive productivity and process improvement
14
Custody Service Support Team Leader Resume Examples & Samples
- 10 to 15 years’ experience in the financial services industry required
- Strong knowledge of the securities industry - specifically, securities movement, fixed income securities, global markets and deposit products
- Leadership skills: Takes ownership of a situation and makes decisions, able to motivate people toward a common goal, implement change and get results
- People Management Skills: able to constructively coach and motivate staff, develops and fosters good working relationships between service, bankers, product specialist and operations
- Strong technical skills - thorough knowledge and familiarity with Microsoft Word, Excel, Powerpoint and Outlook required. Knowledge of MS Access helpful, but not required
- Strong communication & Interpersonal skills
- Experience managing complex issues and ability to quickly identify when issues need to be escalated
- Ability to manage and manage large transaction volumes accurately and in accordance with deadlines and policies
- Risk Assessment: Thorough understanding of Citigroup's policies and procedures as well as applicable consumer regulations. Ensure team members adhere to policies, procedures and regulations
- Highly motivated “Team Player” with excellent attention to details & ability to quickly adapt to changing environment and systems
- Highly organized and efficient; ability to effectively multi-task and adhere to time sensitive deadlines is critical
- Communication and Influencing skills: Strong communication / partnership skills and an ability to gain support and persuade others within the organization to work in the best interest of clients and the organization across Service and Sales organizations
15
Cost Accounting Solutions Support Team Leader Resume Examples & Samples
- Manage and coordinate a team of support analysts for cost accounting tools (SAP, Readsoft, , Concur Expenses claims tool)
- Monitor and maintain high quality standards, including system Incidents follow-up and communication with management and Internal customers of the Group
- Ensure operational business continuity of activities (including capacity planning of the team)
- Coordinate operational controls execution
- Elaborate and follow up closely the activities and incidents reportings (KPI, tracking progress, time to resolve issues, action plan,...)
- Master or Bachelor’s degree in Accounting, Finance or in a related field
- Professional experience: At least 5 years of experience as a Support analyst in a similar role, previous experience in management is required
- Experience in SAP (FI/CO – MM as a minimum) is required
- Experience using workflow tools (e.g. Readsoft) and/or Concur Expense software is a plus
- Experience using JIRA or other similar ticketing software is a plus
- Fluent in English (minimum B2 Level, CECRL certificate), Fluent in French (minimum B1 or B2 Level, CECRL certificate)
- Strong communication skills (spoken & written), resistant to stress in interpersonal contacts
- Quick self-starter, pro-active attitude with ability to work in a fast changing environment and with international locations
- Strong analytical, problem solving, planning & organisational skills
- Ability to work autonomously / independently and with respect to established SLA
- Available to a training period abroad (up to 3 months)
16
On Site Support Team Leader Resume Examples & Samples
- Problem strategy development
- Advanced problem management techniques (efficiently using all available resource, tracking and reporting etc)
- Evaluation/feedback loop for problem management process improvement. *LI-PK1
- Highly service oriented with an excellent understanding of desktop technology and operations including demonstrated experience in Win7, Win 10, Office 2010, Office 2016, Lotus Notes, VDI, Citrix, Tablets etc
- Excellent communication skills in both written and verbal forms
- Strong relationship management skills with an established track record of maintain positive business relationships
- Strong leadership skills with an ability to develop close relationships with team members in several locations
- Demonstrated ability to focus, lead and motivate staff
- Excellent analytical abilities and innovative problem-solving skills
- SLA development and/or management experience
- A minimum of 10 years of technology experience, including a minimum of 5 years experience managing teams supporting customer-facing high availability 24x7 production environments
- Demonstrated ability to identify and implement process improvements
- A history of quickly learning new methods, technologies and a strong desire to learn
- Willingness to travel as required
- Trained, experienced in ITIL v3 process framework
17
FI / CO Support Team Leader Resume Examples & Samples
- Fostering and supporting improvement initiatives and best practice implementations
- Controlling employee related administrative tasks while proactively and constructively managing change
- Setting up goals for the team members, supporting the development of each or them
- Tracking knowledge gap and assessing refreshing process trainings, ensuring the process training for the new team members as per the official learning path
- Daily work coordination and performance monitoring, ensuring the service quality in the responsible area
- Daily/weekly/monthly performance reporting to the SSC management team
- Executing daily processing work on your business area according to the agreed service level and in compliance with the SOPs of the respective business sub-processes
18
Customer Support Team Leader Resume Examples & Samples
- *Please note this is a 12 month fixed term contract role with a distinct possibility for extension***
- Ensuring the customer care team engages with and delivers against the ALCON mission to provide innovative services that enhance quality of life by helping people to see better
- To provide an Industry leading Customer Care Experience, delivered through your team to all customers, consumers and various other stakeholders – as measured by the various performance metrics such as “Voice of the Customer Surveys”, “Number of complaints” and “Sales history”
- To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the Customer Care operation
- To provide high levels of communication to ensure our associates are informed and involved in companywide initiatives and through change management programmes
- To ensure cross functional team work to encourage the identification of customer issues in order to resolve them to the complete satisfaction of the customer at the point of contact. Where ALCON have over promised and under delivered then individuals should be rewarded for owning the issue through to resolution and offer gestures of good will with apologies where appropriate
- To monitor the changing needs of the service, liaising with internal and external customers to identify areas of improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of customers
- To ensure the team follows established procedures for each service request, including logging, processing and progressing chasing enquiries, adhering to agreed KPI’s, SLA’s and quality standards (inc SOP’s)
- To ensure statistical information is produced, collated and analysed on a periodic basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements
- Provide effective pre and post sales services such as up-selling, returns (inc pre authorization), complaint handling that generate enhanced sales or prevent customers from switching suppliers – including audit trail of accurate documentation
- To support the Head of Customer Care in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities including the support of OTC system enhancements that improve services, reduce costs or increase sales
- Manage positive relationships with warehouses, wholesalers, distributors or direct customers
- Working with the Accounts Receivable
- GNVQ/NVQ level 3/A level qualification (or equivalent) or detailed contact centre knowledge with a number of years’ experience in a service orientated environment
- Ideally significant supervisory experience within a customer service environment
- Can demonstrate sound business decision making, based on fairness and consistency
- Experience of PC tools like Microsoft Outlook, Word, Excel and Access
- Commitment to H&S; equal opportunities and anti-discriminatory practices in employment and service provision
19
IT On-site Support Team Leader Resume Examples & Samples
- 2-3 years’ experience in technical support – hands on
- At least 1 year's managerial experience
- Practical experience in Windows based systems: Win7, Win10 for Know-how & troubleshooting
- Knowledge in Server 2012R and VM’s
- Networking knowledge and understanding: Switches, VLANs, protocols, OSI model
- Installing desktops and laptops, clone HD’s
- Practical knowledge in Active Directory, O365 Exchange, Lync server
- High level English (verbal and writing)
- Great ability for self-learning
- Excellent interpersonal ability
- Team integration ability
20
Desktop Support Team Leader Resume Examples & Samples
- Work under pressure and fast-paced environment to resolve issues quickly and ensure the daily operation is smooth
- Managing the helpdesk team in SG China
- Manage helpdesk service delivery through team supervising , case follow-up , quality control and regular reporting
- Leading and managing IT projects for the helpdesk team in SG China
- Participate regional projects for desktop side
- Standardization and quality control of technical documentation for support applications
- As backup of the team to provide Help Desk hotline and technical support to SG China user
- VIP support and care
- Provide backup support for Operators for day to day system and user file backup and restoration for various systems
- Perform inventory collection and management of desktop hardware with the coop with OFC
- Handling new software request and maintain a correct software licensing record
- Coordinate the purchasing of new desktop item between users and the Procurement team
- Take other responsibilities given by the IT Manager
- At least 5 years Help Desk experience, of those, 2 years on supervision level
- Good people management skill
- Ability to communicate to technical and non-technical staff in verbal/written form in English
- Self management skills and initiative and a proactive way of work
- Strong commitment in order to work long hours and shift duties
- The ability to learn on the job and be open to technologies evolutions
- Outstanding experience on leading IT projects
- A strong but friendly personality
- The ability to work in a multicultural atmosphere with foreign speakers
- Good business understanding and attention to detail
- Ability to stay focused
- Should have strong communication and presentation skills
- Must be proficient in both written and spoken English
- Good understanding of ITIL to better cooperate with other skill teams
- Good understanding of basic daily user support and helpdesk process
- Good understanding of general desktop hardware and software in Microsoft Windows and Office
- Sound knowledge for Windows enterprise setup including Active Directory
- Basic knowledge for Windows scripting
- ITIL foundation
21
PC Support Team Leader Resume Examples & Samples
- Directs, establishes, plans and implements the policies and procedures for support all PC equipment
- Manage the procurement, deployment, maintenance, support and upgrade of servers, desktop PCs, hardware, software, operating systems, distributed printers and peripherals
- Responsible for local inventory maintenance and software license management
- Monitors security compliance in accordance with Nielsen standards, policies and procedures
- Work with leadership and customers to establish KPI metrics and ensure that they are met. Monitor Symposium and service levels
- Provides new staff with PC/account setup and orientation
- Provides escalated technical support that requires an on-site presence (network or PC equipment failure), including data backup recovery
- Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs
- Provides consulting/training/education services such as data management and staff training/orientation for standard systems
- Interviewing, hiring and some training of new employees
- Must be able to establish and maintain effective working relationships when contacted for support
- Ensure that the team has accurate current information pertaining to policies and procedures
- Provide estimates to assigned tasks and meets commitments/deadlines
- Must be comfortable working with all levels including Senior leadership
- Some budget responsibility
22
Client Services Support Team Leader Resume Examples & Samples
- To proactively develop, implement, maintain and communicate effective operational procedures
- Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
- Maintain a clean and organised working environment ensuring the clear desk policy is adhered to at all times
- Contribute to the business’ commitment to Health & Safety
- Gather/collate/submit all management information to all relevant departments
- To demonstrate and promote quality as described in the Pearson VUE quality manual
- To encourage and support innovative solutions
- To promote and inspire initiative in problem solving
- The job holder will lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness utilising SharePoint
- Deliver, review and document performance with team members on a regular basis
- Organising, chairing and taking minutes team meetings and monitoring of both annual and short term objectives in 1:1 meetings with team
- Managing and monitoring linguists within the team to ensure where possible language requirements by callers are met
- Monitor and evaluate calls and other VSS tasks in line with customer and internal Service Level Agreements (SLA’s) in line with procedures providing constructive feedback
- Ensure that all employees are able to use SharePoint to allow them to understand and follow policies, procedures and work instructions
- Undertake specific project work as and when needed
- Deputise for client services manager during absence if required
- Act as a referral for complex technical issues for the Middle East clients
- Management experience in a service related role and environment
- Strong technical awareness with an aptitude for IT
- Experience of Microsoft Office and related applications, including MS Word, Excel, Access and PowerPoint
- Strong communication skills to all levels of audience, across cultures
- Understanding service and ensuring all service provision is met
- Ability to undertake multi-skilled tasks and projects. Being competent in meeting timelines, with strong attention to detail and good communication skills
- Self driven and motivated, enthusiastic and energetic
- Ability to work in a team and individually, to give, take and seek instruction when necessary
- Qualification in Information Technology Infrastructure Library (ITIL) or similar
- Qualifications from Helpdesk Institute
- Microsoft Exchange & Active Directory support
- Demonstrated documentation and training skills
- Utilisation of helpdesk tools (e.g. Remedy)
- Ability to install/configure IT hardware/component would be advantageous
- Management or configuration experience in Telephony and IVR systems
- Experience of cloud technologies
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Consumer Tier Support Team Leader Resume Examples & Samples
- 5 years of experience in similar positions (as manager/leader) in high-tech or telco companies
- Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate the team’s members and leaders
- Deep understanding of the consumer as well as the enterprise world
- Team plyer and strong drive to improve team-work
- Impeccable written and verbal communication skills
- Experience of people management in intensive support center environment
- Experience of coaching others to achieve targets and improve performance
- Confident and persuasive communicator with strong, proactive customer facing skills
- Promoting a vision of excellence and motivating advisors to deliver service excellence
- Mother tongue level of English, written and spoken
- Prior experience in increasing customer satisfaction, adoption, and retention
- Ability to understand and connect customer’s business needs to products value
- Experience working for SaaS companies
- Detail oriented and analytic
- Manage a multi-tasking environment and can adjust priorities on-the-fly
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Project Operations Support Team Leader Resume Examples & Samples
- Control spares data to/from EPC, vendors, GSH and material catalogue preparation contractor
- Co-ordinate procurement status of project SPILs
- Lead SPIL form reviews and approvals to ensure form meets all required standards
- Lead spares stocking quantity reviews
- Lead Repair and Spares workshops to establish order quantities for spare parts
- Ensure all appropriate procurement approvals are received
- Provides monthly report of spares budget vs commitments
- Provides visibility of spares expediting to the Project Operations Manager
- Manages Material Catalogue preparation and ensure all necessary data for spares is included
- 10 years oil and gas experience
- Demonstrate HSSE leadership, particularly when managing main contractors, vendors and sub- contractors
- Awareness of safety management for offshore/onshore operations and have demonstrated personal commitment to Safety
- Detailed knowledge and experience of
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Support Team Leader Resume Examples & Samples
- Planning, managing and supporting the team to provide high quality and relevant support services to our customers in Italy
- Ensuring customers are kept informed regarding the progress and resolution of support calls
- Monitoring quality of support calls, call logging and escalations for continuous improvement of response and resolution times
- Controlling and co-ordination of staffing levels on a day-to-day basis
- Maintaining and supporting the team’s quality and improvement initiatives
- Working with other team leaders on identification of resource requirements or new working practices that may improve services to customers
- Effectively managing the team’s performance, conducting regular performance reviews and appraisals, and helping in recruitment
- Partnering closely with our Italian local operations
- Superior communication skills, including telephone, virtual methods, written, and verbal skills in English and Italian languageAbility to efficiently plan and prioritise large team or multi team workload to meet deadlines
- Willingness to be based in Prague
- Prior experience of managing and motivating large teams
- Proven experience at Team Leader level support services and a strong desire / capability to move into management
- Exceptional organisation skills
- Data driven decision making
- Performance driven – results oriented
- Level headed and good under pressure
- Ability to deal with ambiguity and conflict
- Proven leadership and management experience in a customer service / support environment for complex products
- Ability to influence and overcome objections and resolve difficult escalations through to conclusion
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Dale Carnegie Customer Support Team Leader Resume Examples & Samples
- Lead/manage customer support team members
- Responsible for the support of Gov registrations in to Public Live online programs to include
- Proven track record in leading a Customer Support team
- Highly self-motivated with significant personal initiative
- Ability to multi-task and adjust priorities as needed
- Technology knowledgeable. Is very comfortable working with computer systems, data entry and tracking. Experience with CMS/Learning Management Systems a definite plus
- Pleasant, professional, telephone voice/manner required, as well as high proficiency in email etiquette
- Microsoft Office proficient (Word and Excel primarily)
- Background in business analytics a definite plus
- Familiarity with Adobe Connect and other web based conferencing solutions a plus
- Minimum Associates degree in Business, Communication or other relevant field
- Minimum 3-5 years experience in a Customer Support role
- Minimum 2+ years in a Leadership role in Customer Support Operation leading a team
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Sales Support Team Leader Mercedes Resume Examples & Samples
- To lead by example and role model the Sales Advisor role
- Responsible for the management, organisation and co-ordination of the day to day work, of a team of 6-10 Sales Advisors
- Motivate, develop, coach and train team to deliver performance standards, recognising achievement
- To ensure that an exceptional level of Customer Care is delivered by self & the team
- Drive Sales conversion rates and achieve set targets
- To ensure the BDC is adequately resourced by liaising with the relevant staff and planning resources effectively
- To ensure that all Customer enquiries are dealt with in accordance with the performance and service standards as laid down by the Sales Team Manager and Manufacturer
- Keep up to date with BDC best practise to improve Customer Satisfaction
- Maintain awareness of current developments and products, share and communicate with the whole team to ensure knowledge is at optimum levels for assisting customers
- Generate MI for the Senior Leadership Team
- Friendly, with a professional personal manner
- Must have a strong sales background
- Professional approach
- Self-motivated; uses initiative to work with minimal supervision
- Maths & English GCSE or equivalent, grade A- C
- Must be IT literate to an intermediate standard
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Retail Site Support Team Leader Resume Examples & Samples
- The Retail Site Support Team Lead responsible for managing a team within a Business Service Centre (BSC) in Hungary, which manages third party vendor queries on behalf of R&M businesses in Europe
- A core part of this responsibility includes
- Accountable for controls being in place and working effectively across all processes and systems in relation with the Retail Site Support Team
- Supporting process standardization by identifying improvement opportunities and process change proposals
- Relevant degree (University degree, Economics/Finance/Accounting)
- Minimum 4 years business experience is required
- Experience supporting and implementing strategic plans across a team
- Relevant previous experience in a leadership and supporting continuous improvement position with similar accountabilities
- Experience in leading and managing a team with diverse and wide scope
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Local Account Support Team Leader Resume Examples & Samples
- A healing focus
- A selfless heart
- A tireless resolve
- Account management
- 2+ years working on Account Support team
- Excellent customer service experience
- Working knowledge of worker’s compensation and clinical procedures/processes
- Above average organizational skills
- Attention to detail and strong drive to exceed client expectations
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Retail Site Support Team Leader Resume Examples & Samples
- To lead a team of Retail Support who support inbound and outbound customer contacts
- Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
- Managing a team of Retail Site Support AP/AR colleagues
- Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
- Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
- Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover
- Proactively develop the skills, competencies and knowledge of Customer Service team members
- Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
- Conduct half yearly and annual appraisals with direct reports
- Organise monthly team meetings with direct reports
- Provide first level escalation for any issues raised by the team
- Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation
- Ensure processes are embedded & adhered to consistently throughout the team
- Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
- Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
- Develop a team environment that supports continuous improvements & promotes the Business culture
- Develop and maintain sound working relationships with key stakeholders, customers and external service providers
- Develop and control processes and procedures to the Business standards
- Ensure that all activities meet with the Business HSSE requirements
- Monitor Team SOX compliance
- Fluency inEnglishis a must; preferred Dutch knowledge
- Relevant degree
- Must demonstrate a strong understanding of customers’ needs / behaviours
- Excellent written/oral communication skills and ability to build effective working relationships
- 4+ years of experience in AP/AR activities
- At least 2 years of experience in people management/coaching
- Fluent English knowledge
- Advantage is Dutch language knowledge
- Demonstrated ability to coach colleagues
- Develop and command respect for professional excellence
- Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
- Personal Effectiveness – effective communicator; time management; listening and facilitation
- Takes responsibility for quick handling of customer-service-problems
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Corporate Support Team Leader Resume Examples & Samples
- Knowledge of the Bank’s structures, products and services
- Knowledge of international business and various industry sectors
- Minimum of five years proven and progressive commercial experience in the Commercial or Corporate Banking environment
- Bachelor’s degree in business, related field or equivalent work experience
- Minimum of three years’ experience in a supervisory role
- Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
- Strong leadership and team motivational skills
- Proven coaching and performance management skills
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Sales Support Team Leader Print & Promotional Marketing Services Resume Examples & Samples
- Sourcing products from preferred suppliers, preparing product costing sheets and quotations for clients and managing job production to delivery
- Manage the quoting activity
- Coaching, leading and mentoring employees
- Oversee development & training opportunities for team in collaboration with Sales manager
- Manage the stakeholder relationship with both internal and external stakeholders
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Operations Support Team Leader Resume Examples & Samples
- Must be educated to HND level or recognised equivalent or have relevant experience supported by formal, recorded workplace applied related training
- Must have extensive Military Flying Operations support experience (Extensive proven experience in Squadron Operations, Air Traffic support and Engineering support roles)
- Must have extensive Flying Operations and Mission Support knowledge (with extensive proven experience in a Squadron Operations support role), including an understanding of mission planning support, and debriefing support
- Must have an understanding of RAF Flying operations procedures including: mission planning support and flying programme management
- Capable of working independently or as part of a larger operational team under extreme pressure and to tight operational timescales
- Must have strong leadership and managerial skills to be able to manage a diverse workforce and to ensure efficient day-to-day Operations
34
Defence Support Team Leader Resume Examples & Samples
- Demonstrated experience leading a team in a service environment
- Proven knowledge of contract management and financial reporting
- Highly developed relationship building skills
- Ability to coach and mentor teams
- Current driver licence
35
Retail Site Support Team Leader Resume Examples & Samples
- Execute day to day customer service related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values
- Leverage understanding of specific processes / systems and act as the first and second point of contact for any verbal or written form of enquiries from external customers and consumers and internal customers from the BP Business and third parties. These customers will include retail fuelling sites, branded and unbranded customers, commercial and strategic accounts and terminals
- Provide customer service via the internet, phone, fax and email to support activities including
- Account set-up, allocation and delivery issues
- Order processing and order fulfilment
- Sales order tracking
- Monitor supply outages and react accordingly for incoming and existing orders
- Retail marketing programme information, policy and product fulfilment
- Retail site experience complaints, fuel quality claims, site locator etc
- Complaint resolution, identification and management of complaint root causes
- Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems
- Support GBS activities through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues
- Fluent Polishand English language
- At least 2 years people management experience
- Strong time management and organisation skills
- Intermediate knowledge of MS Office application
- Experience using SAP and/or Siebel is an advantage
36
Retail Site Support Team Leader Resume Examples & Samples
- The Retail Site SupportTeam Leader responsible for managing a team within a Business Service Centre (BSC) in Hungary, which manages third party vendor queries on behalf of R&M businesses in Europe
- Allocating workload within the team and act as second level escalation point for Retail Site Support team members
- Management of appropriate stakeholder relationships within the GBS and the businesses/functions
- Being accountable for the operational activities delivered by the Retail Site Support Team
- Accountable for controls being in place and working effectively across all processes and systems in relation with the Retail Site Support Tem
- Performance management of the Retail Site Support Teametail Site Support Team
37
Regional Support Team Leader Resume Examples & Samples
- Day-to-day management of the EMEA team in charge of the functional support on our software solutions for our EMEA clients
- Bringing your own technical expertise to support your team in its daily activities
- Ensuring all business-as-usual processes are adequately designed and operating, and remediate gaps
- Ensuring global 24x7 customer product support center, delivering timely and world-class services, through SLA’s, performance & client satisfaction indicators
- Providing guidance, growth and professional development for the members of your team
- Continuous improvement of activities and implement best practices that leverage knowledge and experience from other areas of FircoSoft, Accuity and RBI
38
Business Support Team Leader Resume Examples & Samples
- Lead & develop your team to deliver excellent performance and productivity in line with Direct Line Group values and strategy
- Coach all team members to achieve their full potential and ensure capability is continually developed through regular 121’s & performance management
- Proactively manage your teams’ contribution towards overall Business Support service level achievement by fully owning your work stream and using the MI available to you
- Build an environment of trust, respect and support and take actions to improve engagement within your team
- Ensure you and your team keeps up to date with Business Communications, and Performance Results through regular planned Team meetings
- Ensure your team achieves all agreed operational performance targets & priorities
- Manage referrals and escalations relevant for your work streams to support your team, customers and Direct Line Group, identifying when it is appropriate to involve key stakeholders
- Identify and take ownership of changes to processes & task times whilst following the change governance process to find the best ways of working
- Identify, own and manage the risks involved in running our business, appropriate to your role, and in line with the Direct Line risk frameworks
- Understand, adhere to and manage operational floor standards, HR processes and procedures including the code of conduct and the absence process
39
Sales Support Team Leader Resume Examples & Samples
- To be a strong data analyst and be able to make suggestions for improvements
- Maintain effective relationships with service colleagues, key stakeholders, and other organisations to ensure the effective delivery of Customer Service
- Continually assess the effectiveness of the team, especially in terms of quality of service, such as abandoned calls, and make the necessary adjustments
- Other duties as assigned including cover the BDC Manager when not on site
40
Support Team Leader Resume Examples & Samples
- Run a team of systems administrators/application specialists that are responsible for delivering the best services to our players and internal customers
- Provide feedback to the GNS Operations Manager related to the team members’ performance
- Perform functional and technical analysis on the assigned tickets and handle the communication with the users through the troubleshooting and resolution
- Collaborate closely with the administrators/application specialists in order to identify the best solution for the bug corrections/developments in the requested deadlines
- Begin the escalation procedures with the GNS Operations Manager in case of a severe incident
- Create working procedures, build-up knowledge databases and documentation
- Provide trainings for the key and final users, providing a global vision of an integrated system
- Perform regular system monitoring, data clean-up and maintenance activities
- Propose best deliverables after a rigorous system analysis
- Work experience of at least 3 years within the IT/ Customer Support department
- Experience as a manager is an asset
- Studies in Information Technology, Finance, HR or equivalent experience
- Skills in developing techniques/methodologies to resolve unprecedented problems or situations
- Change management skills
41
FX Trade Support Team Leader Resume Examples & Samples
- Bachelor's degree required
- Preferred candidate with Foreign Exchange product knowledge, Options, vanillas and exotics
- Previous middle office / Trading Assistant experience preferred
- Experience in risk management of traders positions
- Ability to drive automation and improvements
- Ability and desire to work in a team-centered environment, whilst possessing the confidence to work individually
- Relationship Management Skills
42
Business Support Team Leader Resume Examples & Samples
- Working with Office Directors and other key stakeholders to understand business requirements and build and manage these relationships on an ongoing basis
- Undertake gap analysis between requirements and service and define a business case for change as required
- Working with the Director for IT and Infrastructure to define the Business Support operating model and assist in creation of plans to develop service where appropriate
- Line management of business support consultants in the region
- Ownership and management of service improvement activities in the region
- Co-ordination and management of the business support team in your base office including, Office Management tasks, H&S Co-ordination tasks, Facilities management tasks, General Administrative tasks – assisting with tasks as required
- Identifying and managing training needs for the team within the region, providing on the job coaching and mentoring as required
43
Support Team Leader Resume Examples & Samples
- Apply strong team management skills to manage the Support team’s activities
- Mentoring team members to achieve innovative, efficient and effective delivery of technology services to our internal and external customers
- Build and maintain strong working relationships with various teams across CTS
- Manage Support resources to ensure timely and responsive delivery of services to CTS and customers
- Maintain team operational manuals in accordance with documented methodology
- Ensure operational reporting for services provided are defined and completed weekly & monthly as required
- Consult, recommend, document and implement policies and standards relating to the environment and ensure adherence to security procedures
- Maintain contact with external vendors in order to keep current with technology progress, roadmaps and overall direction of technology used, or to be used, in Computershare
- Participating in operational strategic planning and decision making processes
- Contribute to components of the overall Infrastructure budget
- Solid experience in a large, complex environment leading a team
- Excellent written and oral skills including preparing reports and customer-oriented documentation
- Demonstrated experience in creating, maintaining and following procedures
- Methodical and structured in their approach to tasks
- Customer service focussed with good interpersonal skills to gain stakeholder buy in
- Willingness and aptitude to grow technical understanding and knowledge
- Capability to organise and prioritise tasks
- Flexible approach and positive work ethic
- May have formal related university degree
- | CERTAINTY | INGENUITY | ADVANTAGE |
44
Support Team Leader Resume Examples & Samples
- A minimum of 2 years of experience supervising the workload of colleagues
- Excellent communication skills, both verbal and oral
- Well developed technical troubleshooting skills
- A minimum of five years of experience in a technical support role
- Experience with ITIL processes and working practices
- Experience developing and improving support processes
- Experience supporting business applications
45
Customer Support Team Leader Resume Examples & Samples
- Previous experience within a customer service role
- Excellent attention to detail and ability to spot trends and patterns
- Excellent people skills
- Excellent understanding of department SLA’s
- Dedicated to taking ownership of daily tasks and following them through to completion
- Excellent verbal communication skills, with the ability to communicate clearly, effectively and appropriately
- Good Excel skills and the ability to learn and adapt to using a variety of bespoke IT applications
- Dedicated to resolving and preventing problems
- Dedicated to customer satisfaction and always looking to strive for improvements
- Strong Analytical Skills
- Confidence and ability to effectively handle difficult members of the team
- Ability to recognise poor performance and to make suitable suggestions for improvements
- Proactive and able to complete tasks within specified timescale
- Professional, positive and proactive attitude
- Good understanding of Microsoft office, key areas include: Excel, PowerPoint, Word
- Desire and will to succeed and progress
46
Product Development Support Team Leader Resume Examples & Samples
- To grow, nurture, develop and manage the PDS Team
- To provide a technical support service to engineers & managers focussing on Simulation, Materials & Methodology / Process
- To support & ensure the maintenance and development of CAD based services
- To interface with management, customers and suppliers providing technical & strategic advice
- To observe and gauge business needs and evolve the technical capability of the team accordingly
- To evolve the organisational tools & practices utilised by the team respecting the wider organisation
- To drive and support the governance of laboratory & working areas and the associated quality standards, environmental, fire, health and safety requirements
- Act as a key reviewer of technical content
- To support the identification and planning of continuous improvement opportunities within and outside of the team
- Drive the use of simulation, develop of simulation correlation / accuracy & simulation opportunities (test replacement)
- Drive the utilisation of test & analysis capabilities and develop the accuracy and efficacy of results & reporting
- To drive the improvement in efficiencies to deliver faster response and completion of services
- Utilise & develop metrics to steer and support aforementioned objectives & tasks
- You will be attached to the Global Simulation CoE and Local Mechanical Design function in Antrim but your scope of work may extend to anywhere in the organisation
- Support the evolution of core technologies and product offerings to ensure that we retain a competitive advantage over commercial and technical threats such as indirect TPMS
- To work with suppliers, external bodies and customers to shape what is favourable to Sensata
- To act as a key reviewer of team developments, keeping abreast of new technologies, liaise with external research agencies and coaching of junior engineers
- BEng in Mechanical Engineering or similar discipline
- At least 5 years Engineering experience
- Ability to demonstrate a high technical aptitude
- Experience of managing multi-disciplined teams
- Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees’ skills, talents and work ethic have defined the business and will shape our collective future
47
Tax Support Team Leader Resume Examples & Samples
- Respond to enquiries from customers in relation to Personal and Corporation tax
- Identify causes of and solve problems for customers within acceptable time standards
- Ensure, where appropriate, information gained from handling supports queries is promoted to our knowledge base and communicated to interested parties
- Update knowledge base with known issues, tips and workarounds as required
- Maintain up to date product knowledge. Acquire further knowledge of relevant supported products to facilitate the continued provision of quality guidance to customers
- Line management of the other members of the Tax support team
- Be a point of escalation for the other members of the Tax support team
- Training and mentoring of the team and the team members in terms of their job performance, behaviours and competencies
- A good team player with the ability to work on own initiative
- Experienced Tax professional with excellent knowledge of legislation
- Worked in a customer facing environment, preferably in a tax support role
- Demonstrated ability to multi-task and meet tight deadlines
- Recent experience of managing a small team
- Practice experience
48
Direct Materials Buying Support Team Leader Resume Examples & Samples
- Perform team leader role and coordinate all assigned Direct Materials Buying Support & Control related activities across 15-20 plants in 3 countries for North America Mondelez (US, Canada, Mexico: Monterrey & Salinas)
- Perform tasks related to functional job or as assigned by direct manager
- Maintain an active contact with all impacted local countries
- Strengthen relationships, cooperation and professional mood with business partners
- Ensure the information flow and data consolidation under the consideration of the requirements of the Spend Area Team Group leaders
- Take active role in building cross-country synergies in Procurement and Finance
- Organize follow up activities of all related queries coming from local counterparts from served Mondelez entities, any Mondelez external vendors, or internally from other SSC/Mondelez functions
- Manage complex work technical aspects
- Ensure involved systems are developed & maintained according (changing) business
- Needs via close co-operation with support functions/ IS functsupport review and update of SAP & Kayako tool job-profiles & access rights
- Coordinate testing related to technical developments within impacted area
- Ensure working procedures & controls are compliant with
- SOX
- Audit requirement
- Procurement Policies
- Legal Regulations (if any)
- Ensure regular and ad hoc SLA’s -analysis relating to work processed by optimal allocation of resources to achieve targets
- Participate, as a system key user, to improve the MBS CMaaS team operational efficiency
- Manage the team, providing leadership and guidance, support individual personal development to become an expert in the area and valuable partner for the customer/client. Build service oriented culture with motivated employees
- Play active role in continuous improvement projects which significantly influence quality of work processes in the responsible area and represent it in all key Mondelez project impacting this area
- Know the ethical and legal compliance responsibilities of the position; lead ethically and model compliant behavior; maintain an environment where employees can speak up without fear of retaliation; ensure employees in area of responsibility understand the compliance responsibilities of their jobs and actively participate in the compliance program
- University technical degree in Business Administration, Industrial Engineer
- Technical skills in the area of Buying Portal & Ticketing Tool
- Proven experience in data processing, computer applications, management information system or call center applications
- Demonstrated success in business process gained in Accounts Payable area & business understanding of P2P end to end process
- Experience working in SSC/Outsourcing environment within a large international environment for 3-4 years
- Fluent in English and Spanish, preferred French
49
Operational Support Team Leader Resume Examples & Samples
- To provide information and to be the primary point of contact for all TOR2 enquires including; internal and external customers, members of public, Emergency Services and all other key stakeholders
- Support Manager and lead team members
- Responding to communication from internal & external customers using multiple communication platforms
- Schedule work and rotas ensuring appropriate cover and resources are deployed to meet KPI's and in line with TOR2 Processes and Procedures
- Required to be on shift to cover for annual leave or an Emergency shift to cover for sickness, if other resources are not available
- Timely recording of accurate information on the appropriate TOR2 Business Management System or external customer Business Management System
- Support the TOR2 daily work schedule by service area and escalate concerns where response times may not be achieved within prescribed contract requirements
- Support Manager in respect of contingency plans and call out procedures recording details, escalating and liaising with managers and agencies as appropriate
- Completion of reporting logs for significant incidents and issuing details to the relevant individuals
- Deputize for Manager where required, along with attending emergency planning meetings & exercises within Torbay representing TOR2
- This list is not exhaustive; the employee will be expected to carry out all other reasonable requests
- The post-holder is expected to familiarise themselves with and adhere to all relevant TOR2 policies and procedures
- The post-holder must comply with TOR2's Health & Safety requirements
- Undergo any training or instruction required for the role
- Good IT skills including MS Office and ECHO
- Ability to work as part of the team and support team members
- Experience of working with telephones, communication & computer systems
- To have an organised and methodical approach to work
- To have the ability to communicate clearly and effectively on the telephone and
- Experience of working in the public & private sector
- Experience of working to KPI's
- Experience of work rotas
50
Customer Operations Support Team Leader Resume Examples & Samples
- Understand the country business trends, customers' expectations and current & future company strategy to be able to define their impact on our operations
- Contribute towards the development of the strategic projects being driven by Automotive and Industrial Lubricants, and specific promotional or added value activities being developed and implemented with customers. This includes tracking, monitoring and reporting on performance and results
- Coach and manages the Customer Operations Support team to ensure they are a high performance and a well-motivated team
- Maintain effective personal performance of the team through individual My plan objectives and regular reviews
- Actively contribute to the shaping, delivery and monitoring of key operational excellence projects which underpin the delivery of the business strategy in cluster
- Identifying improvement and simplification opportunities that will drive efficiency internally, encourage the right behaviours and above all improve the customer experience
- Analyse customer profitability outputs and make recommendations and interventions for improvement
- Collaborate with sales and key customers to ensure the successful implementation of agreed initiatives
- Manage the effective integration of cross functional activities which impact on our ability to provide a high quality service experience to our customers
- Responsible for ensuring right capabilities are in place in the operations support team to improve and to support the end customer and sales with all projects, processes and further embed the customer policy
- Accountable for a team. TBC spam of control / FTE of the team
- The job-holder must be fully compliant to HSSEQ policies and demonstrates proactive behaviour in reporting near-misses or other issues
- Active listener, calm and reliable person
- Ability to resolve conflicts and negotiating with others
- Knowledge of the Automotive and industrial, business and key customers
- Knowledge of the Industrial business and key customers
- Power point skills
- Knowledge of SAP architecture (NIKE template)
- Experience of managing a team
51
Customer Operations Support Team Leader Resume Examples & Samples
- To contribute to the development of the Country Operational Excellence Team to ensure delivery of a best in class customer experience through providing value adding support to sales activities and customers, being an escalation point for complaints resolution, and providing an interface with GBS
- Support and monitor the implementation of the regional Customer Policy covering activities such as order processing, pricing, offer management, measuring customer satisfaction and customer data management
- Prioritize the work between businesses (e.g. Auto, Industrial) and activities within tight timelines
- Look to identify trends and potential opportunities via data analysis to improve business profitability and customer growth and retention
- Standardize reporting and ensure data integrity
- Work closely with Sales and all other functions (e.g. Demand, pricing, finance, GSC) to capture business goals and align end-to-end processes
- Customer policy compliance – drive policy implementation and compliance
- To ensure continuous improvement and maximum excellence in all operations
- Present a full contiguous resume quoting all subsequent dates
- Be willing to cooperate with an reference examination
- A copy of a valid identity document and, if applicable, a copy of your residence permit
- An Certificate of Conduct (VOG)
- A copy of the indicated valid diploma’s in the resume
- Developing Professional in sales or operational excellence
- Project planning and project management knowledge and experience
- Demonstrable strong analytical and problem solving skills
- Experience of change management programmes
- Experience of team leadership and managing teams/performanc
- Competition Law training / induction
- Anti-Bribery and Corruption training
- Knowledge of basic accounting practices and rules (e.g. P&L, Balance Sheet)
- Knowledge of basic legal practices
