Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
Assign tasks / workflows to team members and manage workloads
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 client satisfaction, taking corrective action where necessary
Check work from other team members, including regular spot checks to ensure quality is high
Work closely with Stakeholders to ensure that all work is carried out in a timely manner and to a high standard
Feeding back suggestions and improvements in working processes to Stakeholders
Ensure that processes are documented and that knowledge is captured, documented and shared within the team
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 teams 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
Ensure that team members record their working time accurately
Change Management Responsibilities:
Analyze data on the output of the teams 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
Coordinate any projects that impact your team, ensuring that the project delivers the required result
Manage the transition of work to your team
People Management Responsibilities:
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
Make use of a development map to assess a colleagues 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
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 behavior
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
Manage the team including offering regular help and support to team members
Requirements:
University degree or equivalent (specialization in accounting/economics/finance/administration would be an asset)
At least 1 year of experience in managing group of 5 - 10 people
Experience in managing projects would be an asset
English level: C1 or higher
Proven ability to manage multiple tasks at a time while paying strict attention to details
Understanding of basic business and financial principles
Very good command of MS Office tools (especially Excel)
Ability to make decisions and improvements based on metrics
Strong problem solving skills
Basic knowledge of project management principles
Strong ability to delegate tasks and execute results
We offer:
Diverse and inclusive workplace - we value openness and authenticity and believe in the power of feedback
