Manager - Group Client Support

Summary

Lead and motivate the Group Client Support team to provide excellent client service while managing the operations of the department in an efficient and profitable manner.

Responsibilities

• • Develop short-term strategic plans to satisfy internal client needs and the Group Client Support service in collaboration with the leadership team.
• • Communicate short and long-term plans to all Group Client Support team members.
• • Analyze performance patterns and trends related to quality, attendance, performance, or other issues and use this information to develop action plans for improvement in all aspects of Group Client Support services.
• • Communicate findings and plans to all internal clients and the Group Client support team.
• • Provide oversight for the implementation of developed action plans.

• Provide focus and direction to support team members to maintain first-class daily operations of the Group Client Support team:

  • • Assess operational strategies to ensure that daily expectations are met or exceeded.
  • • Identify patterns in skill development needs associated with performance and ensure respective support areas plan and provide appropriate coaching and training.
  • • Follow up on improvements associated with initiatives to ensure gains are realized and maintained.
  • • Identify candidates for open positions in all support areas.
  • • Implement and support process changes from the support areas.
  • • Ensure the Supervisory team defines or address the schedules for team meetings, individuals that require performance action plans, issues communicated from other support areas including quality trends on-the-job training and trainee needs, changes, processes and other issues from management.

• Ensure sound financial management of the department:

  • • Create a budget and ensure the monthly evaluation of “billable minutes” and expenses.
  • • Approve expenditures, reducing costs while achieving strategic and operational goals.
  • • Report on performance, status and financial projections.
  • • Ensure succession planning and management development and address other leadership risks.
• • Perform other related duties assigned from time to time.

Required Skills

• • Experience in interpersonal relations and improvement methods/ projects.
• • Personnel and financial management experience.
• • Project Management experience would be an asset.
• • Excellent interpersonal, organizational, time management, analytical, communication skills.
• • Demonstrate leadership skills and strong oversight abilities.
• • Exemplary coaching/ motivational skills at both the individual and team level.
• • Demonstrate an understanding of the company’s vision, mission and strategy.
• • Ability to forecast and interpret patterns and trends in the industry.
• • Detail oriented and quality focused.
• • Maintain and promote strong and positive client service relations.
• • Strong knowledge of computer software applications including spreadsheet and word processing applications.

Qualifications

• • Bachelor’s degree in Business Administration, Management Studies or related discipline from a recognized tertiary institution.
• • Formal training in data analysis.
• • At least three (3) years working experience in managing a call centre or related corporate environment.

Additional Information and Instructions

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than February 28, 2025. 🙏 We appreciate all applications; however, only shortlisted candidates will be contacted.

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