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Team Leader(TTS0308)

業種Concierge services
職種Team Leader
雇用形態Regular employee
仕事内容Service Delivery
-To manage resource plans and rotas for your team to be agreed well in advance and are implemented and maintained accurately in order for the team to handle member’s requests effectively and avoid any gaps in coverage.
-To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Especially for coverage on weekends, evenings and bank holidays is to be maintaining to ensure 100% service delivery at all times.
-To ensure you use your judgement and personal skills to recognise the needs to provide or request short term support to and from other teams when unexpected resource or demand issues arise and implement, to maintain achievement of targets.
- Work with your team to meet service level agreements to ensure we deliver and aim to exceed to clients and members expectations.
- To work closely with IT and Finance to ensure that Lifestyle Managers receive prompt and effective support at all times for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved to ensure Lifestyle Managers can work speedily and efficiently
- To set measures and targets for the team that contribute to the overall business need and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to. - To identify, deliver and implementing changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency or sustainability -To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised. -To identify gaps or shortcomings in our direct supplier base and work with the Supplier Relations Managers and commercial teams to overcome these gaps and ensure the member receives a wider breadth of service. To ensure that your individual team members are thoroughly aware of the specialists within the business to ensure that our members receive the best service from the most knowledgeable person in the requested area.

Development and Performance Management
-To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and deliver superb member satisfaction at all times meeting the member satisfaction and quality assessment targets.
-To regularly review request management by Lifestyle Managers, listening to calls and reading communication, to assess Member Satisfaction within your team. Work closely with the Quality Assurance Team to benchmark results and service levels and use the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance..
-To conduct monthly 121s and performance reviews every 4 month for the team, identifying improvement areas and offering coaching, mentoring in order to maximise performance.
-To set SMART objectives with each individual, and follows through on all points agreed in order to support personal development of Lifestyle manager.
-To support and coach Lifestyle Managers to manage their workload and homepage from day to day in the most effective way in order to deliver targeted response times and meet member expectations and to minimise their own stress and potential for making mistakes.
-Too support Lifestyle Managers with queries pertaining to their role, providing additional coaching and training to support to respond to member queries and completing requests quickly and effectively.
-To celebrate success: acknowledge and share reasons for success within your team and wider department. Recognise and praise your team appropriately for hard work and performance to ensure that the team feels positive, motivated and valued. -To identify and develop high calibre performers so that they progress within Ten. To work with your line manager to ensure Lifestyle Managers progress through the formal development programmes to ensure staff retention and effective succession planning.
-To encourage development for an individual that is timely, they are capable and showing the correct competency. Not holding them back because of team need. - To ensure that all team members are aware and understand all relevant HR policies and encourage adherence.
-To follow all HR processes as outlined and seek guidance where clarification needed.
-To take prompt action where appropriate in relation to any one of the policies. -To over-see pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period.
Leadership
-Takes a strong lead in setting clear objectives/target for yourself and your team in order to achieve wider business strategy and goals.
-To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team.
-Regularly communicate through 121’s, performance reviews, team meetings/huddles, to ensure your team is kept fully up to date with key decisions, achievements and requirements affecting the team and the Ten business overall. Check that buy-in and support is achieved through checking individuals understanding of what is expected To ensure everyone is working towards the same goals.
-To work closely with other lifestyle teams and regularly identify common issues for priority improvement to the service and benefits offered to members in order to maximise the profitability of the business overall. -Ensures that the team are working towards the business objectives, understanding the part they play in meeting them. - Role models Ten’s values and embeds them in the strategic and day to day management of the team - Sets out the vision for the team in a way that motivates and inspires
-To proactively resolve problems and issues that may arise within the team and communicate headlines with your line manager in order to ensure the appropriate learning’s are shared to avoid a repeat of the same situation
-To attend and take an active part in daily pulse and TL Forum. Sharing successes/ concerns with solutions, where possible regarding your team, to understand other teams needs/issues around the business. All in order to ensure a cohesive approach to meeting company targets and goals.  To keep your Team Leader peer group and senior management team fully up to date on the performance of your team highlighting any issues affecting it, in order to ensure your team is maximising their performance and the member is receiving the best possible service.
-Maximise the benefits of working effectively with the wider team such as for training, business development and with other line managers, to share ideas and best practice to avoid a the potential silo effect from working with your own department in mind,. Consider ideas raised to maximise their ability to translate to all teams for the good of the business
-To maintain accurate and timely logs of sickness and punctuality for the team completing return to work forms and self certification form, ensuring that HR receive any sick notes
- Ensures the Lifestyle Managers understand the Standards of behaviour required and adhere to them, dealing promptly and effectively if not.
資格
必要な経験・スキル
給与3.5-4mil
勤務地
勤務時間・残業Shibuya-ku,Tokyo
待遇Social Insurances
休日・休暇
その他
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