Team Leader Operations- Digital Solutions

 Primary purpose of the role:

  Responsible for planning, monitoring and adjusting the day to day operational services and activities of an assigned team, in the most cost effective and customer satisfying manner, whilst championing and implementing IM regulations and processes.  

Key Accountabilities:

- Develop production planning (scheduling, distribution of tasks, allocation of human resources) for the team he/she manages, with clear team and individualized targets (productivity, accuracy level and on time delivery);

- Supervise the team to deliver timely quality service and total customer satisfaction; provide feedback and coordinate trainings to the staff to achieve the targeted results;

- Support the staff in case of technical disturbances; report/escalate the issues to the appropriate department & assist during corrective actions;

-Ensure that excellent communication of the goals and strategies is a characteristic of the daily life in order to drive the performance of the business;

-Ensure that all workflow procedures and processes are followed by direct reports;

- Coach, train and guide direct reports to deliver high levels of quality service to customers;

- Conduct staff appraisals: yearly, as well as during the year (as often as required by the management); discipline poor conduct where necessary; guide the personnel towards improving the performance when necessary.

- Ensure that the desired standards of consistency, fairness and honesty are adhered to in all personnel situations and develop the appropriate IM culture; make sure the working environment encourages employees to develop and succeed.

- Investigate errors or queries reported by customers or other IM departments (in regards of low accuracy, missed deliveries or inconsistencies); find and implement operational solutions to solve the problems; highlight to other departments (like Customer Care & Implementation teams) any findings related to their area of activity; propose technical improvements to achieve the desirable results;

-Complete staff attendance records and help keep overtime down; manage poor attendance quickly;

- Complete and maintain all daily/weekly/monthly reports and logs for the team (Daily processed volume report, Productivity reports, Quality measurement reports, TAT reports, Volumes reconciliation reports); analyze the data and take measures to increase, maintain & improve the SLAs for the customers and the team’s performance;

- Assist with testing new setups and provide feedback to ensure an efficient implementation; assist with ongoing developments for existing setups;

-Ensure  compliance with IM Health & Safety standards;

- Interact with other departments (HR, Finance, Customer Care, IT) for inputs, support, strategizing, in order to achieve and maximize team results, to improve customer’s experience with IM.

Knowledge/Skills/Experience:

Min 2 years' proven experience as a team leader, in an operational service delivery role. This includes:

·       People management skills and experience

·       Service delivery experience

Essential Qualifications: 

1. Mandatory: University or Post University graduate;
                

Skills:

• Ability to build and develop successful long term relationship with customers, direct reports, other teams and departments within Iron Mountain

• Strong people management skills, with the ability to focus and guide others in accomplishing work objectives, using methods and a flexible interpersonal style, to help build a cohesive team, facilitating the completion of team goals, while valuing each employee as an individual.

•  Ability to work with minimum supervision

• Ability to work within a multi-cultural environment and with all levels of the organisation.

• Project management skills and experience.

• Demonstrated problem solving skills and experience.

•   Excellent verbal and written communication skills.

• Creates and communicates a compelling vision

• Puts customer First
•   Inspires others to achieve

• Demonstrates passion for success