Team Manager (6-month FTC)

Role Purpose: The Service Delivery Team Manager is responsible for the end-to-end delivery of operational contracts managed by Auriga, including oversight of communication channels. The Service Delivery Team Manager is accountable for ensuring high-quality service delivery while effectively leading and managing individual and team performance to meet contractual and organisational objectives.

Responsibilities:

• Management: You will line manage a team of direct reports, including setting clear objectives aligned to corporate strategy, conducting performance reviews, dealing with HR issues, providing support, coaching and technical supervision. Identify training needs and provide opportunities for team members to develop their skills and knowledge
• Performance monitoring: Drive your teams individual and overall performance through monitoring, training, coaching and where needed the implementation of performance improvement plans.
• Resource Planning: Optimising resources across Service Delivery teams, to ensure high quality, efficient and a cost-effective service. Effectively forecast the required FTE to achieve contractual requirements and assign tasks and monitor to ensure completed in a timely manner.
• Culture: Create a positive and engaging work environment that motivates team members to perform at their best
• Contract Management: Contract delivery of contracts within Service Delivery ensuring SLA’s and KPI’s are achieved.
• Process Improvement and innovation: Identify improvements to process to ensure we are effective and efficient in our operations, to reduce time spent, and to improve the customer journey of our applicants.

Qualifications/Skills/Experience (Essential or Desirable):

• Management experience beneficial, but potential development opportunity for the right candidate, must be able to demonstrate a proven track record of success
• Experience of customer service and process improvement, be able to demonstrate the impact that you have achieved
• Demonstrable experience of managing teams remotely, using technology to support
• Ability to demonstrate your leadership skills, and ability to motivate and manage the performance of your team, encourage them to achieve their full potential
• Excellent communication skills both verbal and written and be able to use your communication skills to create healthy relationships with your team and others.
• The ability to work under pressure, manage and plan own workload and plan the workload of your team
• Experience of managing contract performance and achieving excellent performance against SLA’s and KPI’s, be able to identify and react to any areas of concern and address