Team Leader-US Shift

Management Level

Role Specification - Equiniti India - Operations

Title

Team Leader

Band

Area

Equiniti India - Operations

Date

Reports to

Operations Manager

Band

Job Purpose

To lead a team, utilising available resource in order to deliver a quality service to customers in line with agreed standards. Oversee and support the work of other colleagues where required. Contribute to the overall planning and workflow of the department.

Core Responsibilities

• Organise, plan, control and monitor workflow, co-ordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards.
• Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required.
• Input into the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences.
• Work alongside the US operational team to ensure communication and operations are aligned.
• Recognise and analyse trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or co-ordinating support from other parties to resolves matters and minimise the risk of re-occurrences.
• Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.

Suggested Performance Measures

• Successful completion of task and achievements of agreed service standards
• Effective use of resources
• Accuracy and volume of team s work
• Development of knowledge, competence and skills of self and team
• Adherence to procedures, policies and Integrated Management System requirements
• Quality of recommendations for continuous improvement
• Effectiveness of change management and communication
• Effective communication with team stakeholders.

Key Competencies

• Deliver quality to our customers.
• Drive to improve results and standards
• Working together
• Taking ownership and responsibility
• Leadership
• Technical proficiency

Skills

• Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explains the reasoning behind what is being said to ensure understanding and acceptance.

English Written Communication:

• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.

Self / Work Organisation:

• Uses basic time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available.
• Plans, co-ordinates and controls the work and resources of the team.

Performance Review Development:

• Objectively assess the performance of others in accordance with the process, assessing capabilities and potential.
• Give constructive feedback in order to identify individual s development needs.
• Maintain consistency and fairness throughout the process.

Change Management:

• Communicate and explain change effectively.
• Plan and implement changes gaining commitment and understanding, minimising disruption to our service.

Organisational Awareness:

• Has a very good understanding of the Group s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.

Environmental Awareness:

• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti s business and overall aims, including relevant IT industry developments.

• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.