Shared Services Team Manager

Manchester, UK £0.00 - £193 per day



Ref No:



Jacqueline Laing


0161 743 4530

Date Posted:



Job Title - Shared Services Team Manager

In scope of IR35

About the role / project:

My client is looking to employ an experienced Shared Services Team Manager for an initial period of 3 months with a possibility of extending to join their busy team. As the Shared Services Team Manager you will manage a team of helpdesk customer advisors answering queries relating to payroll, recruitment, payables and personal protective equipment (PPE).

What you will do:

- Manage a team of helpdesk customer advisors within the shared service call centre operating high volume queries in relation to payroll, recruitment, payables and personal protective equipment.
- Manage a team to operate a high volume query management resolution team to deliver quality customer service to a large customer base. Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirements.
- Create an environment that inspires the team by empowering others to make informed decisions in confidence and with support, mentoring, coaching and developing your teams to high performing standards.
- Drive innovative thinking through the teams to deliver a continual reduction in calls to the centre and an increase customer satisfaction. Enforce compliance to those processes and audit the content to maintain a consistent and acceptable standard right across the department and service offering.
- Manage the solidus platform to increase the way a customer can contact the centre by implementing and driving new technologies to match our customers preferred method of contact.
- Operate within the pre-agreed control framework within the helpdesk team, embedding a control mind set with customers and stakeholders. Continually reviewing the framework for adherence and embed improvements where required. Work with all parties to reduce risk and the cost of control.
- Support the Network Rail better day every day initiative by overseeing the adoption of weekly focus initiatives, coaching and empowering team members to innovate existing processes to drive continuous improvement in the department and wider organisation.
- Represent the team within the company forum, developing peer group people initiatives, consistency in the application of people policies and improvement in centre wide engagement levels.
- Drive an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Create a culture of operational responsibility where individuals take personal ownership for delivery.
- Manage the helpdesk team by maximising individual employee performance. Set, monitor and assess individuals against SMART objectives to drive employee and team performance. Support team member development through regular coaching and balanced feedback; encouraging team members to have a training and career development plan.

Your experience will include:


- Experience of leading and empowering a team within an inbound shared service centre environment
- Experience of leading a team through high call volumes whilst still maintaining customer call quality
- Have a passion for our customers with proven experience of providing exceptional customer focus, engagement and stakeholder management skills
- Proven analytical skills; ability to produce, interpret and work comfortably with management information in a KPI driven environment
- Working knowledge of solidus/ mitel software and its offerings
- Proven self-starter with the ability to motivate a team in high pressured situations leading by example
- Proven influencing, networking and stakeholder management skills at senior management level
- Experience managing, leading and motivating large multi-disciplined teams
- Demonstrable experience in leading service, process and system improvements
- Experience working at a senior level within a multi-faceted organisation
- Excellent communication skills, flexible and adaptive
- Have the ability to make tough decisions needed to succeed and having the courage to honestly communicate those decisions

- Educated to degree level or equivalent
- Experience of managing improvement projects and processing high volume activity
- Experience in LEAN or equivalent
- Excellent communication skills both written and verbal (comfortable presenting to senior stakeholders and/or customers)
- Exceptional experience of KPI turnaround from underperforming to performing exceptionally
- ORACLE eBusiness Suite experience

We have a fair and comprehensive selection procedure. It is our policy that there should be equal opportunity for and no discrimination against applicants on the grounds of gender, race, religion or belief, nationality, colour, pregnancy and maternity, sexual orientation, disability, age, marriage and civil partnership, union or non-union membership, socio-economic background or being a part-time or fixed term worker.

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