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Service Team Lead

Date: 06-Nov-2021

Location: Taguig City, Philippines

Company: Canon

ESSENTIAL DUTIES

Customer Focus

  • Drive a professional internal and external Customer Focused’ culture within own business area and the organisation.
  • Develop an in-depth understanding of the customer’s company objectives and decision making processes, in order to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
  • Establish and maintain key customer relationships through effective communication.
  • Provide management and direction to the team ensuring contractual and service level agreement objectives are achieved consistently.
  • Provide feedback to supervisor to ensure they are regularly updated on customer performance against KPIs.
  • Oversee the effective and timely management of customer issues raised through Canon’s Helpdesk (where required).

 

Leading People

  • Ensure direct reports can identify and link Canon’s Purpose, Vision, Mission, Goals and Values, to their area of the business.
  • Guide and motivate the team to take actions and behave in ways that support Canon’s Vision, Mission, and Values.
  • Recruit and retain a strong team, ensuring direct reports understand the expectations of their role and are motivated to meet and exceed expectations.
  • Manage or assist with team staffing requirements and rosters.
  • Ensure regular team meetings are conducted by self and direct reports to ensure sharing of information to all parts of Canon.
  • Ensure regular one-on-ones are held with direct reports and that development plans are regularly discussed and updated.
  • Promote and drive reward, recognition, and feedback throughout the sites, actively supporting organisation programs, recognising direct report contributions and providing regular constructive feedback to direct reports.
  • Ensure half year and annual performance appraisals (including development plans) are conducted by self and direct reports and completed on time.
  • Instil a high performance culture within the team and ensure that poor performance is addressed and resolved.
  • Promote and drive learning and development opportunities throughout the site/s, actively supporting organisation learning initiatives and programs.
  • Drive the development and implementation an ongoing succession and talent management plan for the Account/site that includes identifying talent, potential successors, next role, training and development requirements, responsibilities and time frame.

 

Operations Management

  • Manage all aspects of operational service to the customer/s, ensuring contractual and service level agreement objectives exceed expectations.
  • Ensure service excellence through innovation, quality assurance and business process reviews.
  • Review Scorecard and monthly report on a monthly basis with supervisor.
  • Develop an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve your direct report’s and Account/site’s engagement index score.

 

 

Continuous Improvement

  • Work with team/s to bring innovation and creativity to their work.
  • Regularly identify trends, and develop and implement opportunities for improvement and cost reduction within the site/s.
  • Analyse team performance data, identify trends and look for opportunities to improve performance.
  • Oversee the development and implementation of operating manuals, training manuals and work instructions.
  • Develop an understanding of the customer/s needs and form relationships in order to generate additional revenue.
  • Work with Business Development Manager to ensure a clear understanding of Canon products/services within the wider business.
  • Assist Business Development Manager to identify, investigate and scope service extension opportunities and additional work requests to achieve growth objectives (as required).
  • Initiate actions to improve own skills and personal approach.

 

Other

  • Comply and drive Canon’s, and customer standards, policies and codes of conduct.
  • Manage leave and timesheet approval process for direct reports.
  • Any other ad hoc tasks as and when required.

QUALIFICATIONS

  • Tertiary education
  • A proven track experience in managing services/clients.
  • A high level of team and people management experience.
  • Strong experience in developing effective client relationship and delivering service within contract requirements.

SKILL SET

  • Strong communication and exceptional interpersonal skills.
  • Exceptional attention to detail and be numerically minded.
  • Intermediate level on MS Applications.
  • Ability to treat all information in a confidential manner.
  • Ability to work in a team.

KEY COMPETENCIES

  • Driving for Results
  • Continuous Improvement
  • Living the Vision, Mission and Values
  • Customer Focus
  • Communicating Effectively
  • Team Work