Job Description

Job Profile: MO Data Operations Team Leader

Role Overview

Job Title: MO Data Operations Team Leader

Division: Service Operations & Delivery SESL

Reports To: Faults & MO Data Operations Team Manager

Direct Reports: 4

Hours: 39 hours per week

Purpose

The MO Data Operations Team Leader is responsible for leading and coordinating a back-office team focused on delivering Industry SLA's, whilst adapting and incorporating all the change projects currently ongoing.

Accountable for delivering against key performance metrics and managing the day to day performance while being a Player / Manager on a small team.

Key analytical skills are required to understand trends and to focus on improvement opportunities.

Effective people management, maintaining high standards of professionalism, customer service, and process adherence.

You will also champion a culture of continuous improvement, supporting the development and capability of your team.

Responsibilities & Accountabilities

Providing day-to-day line management for the MO Data Operations team, ensuring that outputs align with business objectives, and that any change requirements are managed appropriately.

Responsible for the delivery and reporting of all elements relevant to convey the team performance across all areas and projects.

Using said reporting to manage workstreams in the area to successfully achieve all industry and internal SLAs through appropriate oversight of the resources available to the area.

Analysing, reporting and flagging where future needs changes may arise.

Accountable for leading the team through the changing landscape of the industry processes that are worked.

Assuming ownership of new projects where required.

Ensure ownership of teams various customer query points, including mailbox queries and tickets within the Customer Query portal, ensuring timely responses are provided in accordance with SLA requirements.

Taking ownership of your own skill building, to be able to operate as a functional escalation point for the area, ensuring you are able work tasks yourself as and when required for rapid diagnosis/resolution.

Promoting the growth and development of the team through effective coaching, mentoring, and targeted training to support individual development plans.

Ensure the maintenance and upkeep of processes and documentation within the area of scope.

Participate in regular training/ learning activities to maintain and develop skills and knowledge.

Adhere to all company policies, procedures and working practices.

Person Specification, Competencies & Skills

Behaviours

Consistently professional, confident, and calm even in challenging situations.

Demonstrate a customer focused approach; and an expectation of others to do likewise.

Supportive and helpful team player with a flexible and positive attitude.

Proactively share knowledge, skills, and experience with others to increase team performance.

Articulate, professional and clear verbal communication skills.

Present information clearly and in an engaging way.

Good interpersonal and rapport-building abilities.

Precise and appropriate written communication skills.

Technical Skills & Knowledge

Strong problem-solving and analytical abilities.

Keep up to date with advances in business area, new methods and ways of working.

Strong administrative and organisational skills.

Intermediate knowledge of Excel, Word and Outlook.

Randstad Business Support is acting as an Employment Business in relation to this vacancy