Customer Administration Team Leader - Umbrella

Summary: The Customer Administration Team Leader will oversee the team's workload and service delivery to clients within a leading financial professional services firm in Glasgow. This role involves monitoring performance against service level agreements, motivating team members, and ensuring adherence to quality standards. The position requires effective communication and people management skills to facilitate team collaboration and development. The role is office-based, requiring presence five days a week.

Key Responsibilities:

• Takes overall responsibility for the team's workload and service to the team's client portfolio
• Monitors the team's performance against SLAs and client deadlines
• Motivates and facilitates effective team working, recognising that team members may be working remotely
• Responsible for ensuring team members meet quality standards by adhering to policies and procedures and tasks are carried out in accordance with our internal controls
• Provides timely communications to the team to keep them informed of priorities and plans
• Holds regular meetings with all team members to discuss workloads, client matters, internal communications etc.,
• Monitors team productivity and quality using the work management system and provides regular feedback to team members
• Ensures the system is used effectively and timesheets are updated correctly and regularly
• Takes responsibility for resource planning and communicates any concerns to the Operations Manager
• Reviews the skills available in the team and takes steps to ensure that knowledge is shared and there is no key man risk
• Promotes cross team working
• Ensures the team follows standard processes and best practices to promote consistent working practices across all administration teams
• Delegates where appropriate whilst retaining accountability
• Actively manages the team to adhere to specific targets and respond to the need for a rapid turnaround of work
• Using the MI available, works with the local Operations Manager to ensure that team members are performing effectively, identifying development needs and providing coaching and training where necessary
• Provides constructive feedback for others in order to improve their understanding and knowledge and support the development of the individual
• Conducts regular one-to-one discussions for all team members
• Manages change to ensure the team adapts to process and policy changes effectively
• With support from the local Operations Manager, deals with holiday, adjusted hours and flexible working requests
• Conducts return to work discussions following periods of absence. With support from the local Operations Manager, manages any excessive sickness and/or long term health issues
• Takes a proactive approach to ensure team members' wellbeing is prioritised using resources available to signpost additional support if required
• Supports the Operations Manager and works closely with HR to manage challenging people matters in line with HR policies

Key Skills:

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to monitor performance and provide constructive feedback
• Experience in resource planning and managing workloads
• Knowledge of quality standards and adherence to policies
• Proficient in using work management systems
• Ability to manage change and adapt to new processes
• Experience in coaching and developing team members
• Understanding of HR policies and procedures
• Proactive approach to team wellbeing

Salary (Rate): undetermined

City: Glasgow

Country: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other

Detailed Description From Employer:

Customer Administration Team Leader - Umbrella

Our client, a leading financial professional services business, are recruiting for a Customer Administration Team Leader to join the team at their office in Glasgow on a long term contract basis.

5 days per week in the office

Role:

• Takes overall responsibility for the team's workload and service to the team's client portfolio
• Monitors the team's performance against SLAs and client deadlines
• Motivates and facilitates effective team working, recognising that team members may be working remotely
• Responsible for ensuring team members meet quality standards by adhering to policies and procedures and tasks are carried out in accordance with our internal controls
• Provides timely communications to the team to keep them informed of priorities and plans
• Holds regular meetings with all team members to discuss workloads, client matters, internal communications etc.,
• Monitors team productivity and quality using the work management system and provides regular feedback to team members
• Ensures the system is used effectively and timesheets are updated correctly and regularly
• Takes responsibility for resource planning and communicates any concerns to the Operations Manager
• Reviews the skills available in the team and takes steps to ensure that knowledge is shared and there is no key man risk
• Promotes cross team working
• Ensures the team follows standard processes and best practices to promote consistent working practices across all administration teams
• Delegates where appropriate whilst retaining accountability
• Actively manages the team to adhere to specific targets and respond to the need for a rapid turnaround of work

People Management

• Using the MI available, works with the local Operations Manager to ensure that team members are performing effectively, identifying development needs and providing coaching and training where necessary
• Provides constructive feedback for others in order to improve their understanding and knowledge and support the development of the individual
• Conducts regular one-to-one discussions for all team members
• Manages change to ensure the team adapts to process and policy changes effectively
• With support from the local Operations Manager, deals with holiday, adjusted hours and flexible working requests
• Conducts return to work discussions following periods of absence. With support from the local Operations Manager, manages any excessive sickness and/or long term health issues
• Takes a proactive approach to ensure team members' wellbeing is prioritised using resources available to signpost additional support if required
• Supports the Operations Manager and works closely with HR to manage challenging people matters in line with HR policies

Please apply!

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.