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19/02 Priya Dhuri
Senior Consultant at Ciel HR Services

Views:81 Applications:22 Rec. Actions:Recruiter Actions:2

Team Leader - Client Servicing (8-10 yrs)

Mumbai Job Code: 894220

1. Leading a team to commercial success

- Partner with the team on client opportunities, delivering excellent service, appropriate load balancing/staffing, maximizing market share and revenue, and role modelling and upskilling core workflow behaviours, compliance, and organisation culture

- Ensure team adheres to recruiting best practices guidelines, identify gaps in workflow related best practices (e.g. research, lead generation, cold calling, pitch, vetting, onboarding, updates, etc.) and provide timely feedback to adjust behaviours

- Lead team check-in / check-out per best practices, ensuring each team member works on the right priorities, and overriding priorities as needed to maximize commercial success

- Learn key leading and lagging indicators (i.e. yield, turnover time, margins, quality, service, and commercial) for own team on weekly basis (or more often, as needed)

- Manage team to hit commercial and service targets

- Conduct monthly feedback sessions with APAC teams to maximize AGS team's service excellence and streamline collaboration workflows

2. Role modelling and people management

- Build the required skills to master for the role and act as a role model in recruiting best practices, compliance, and the organization culture

- Manage a team of individuals with future growth plans in 2021, including support team hiring needs (i.e. interviews) and collaborate with APAC AGS leader on future hiring needs for book of business

- Develop direct reports through real-time daily feedback, project partnership, talent plans and structured 1x1s

- Train and support new members of the team

- Collaborate with APAC AGS leader on professional development plans and tracking levels for direct reports

3. Other :

- Act as team liaison for basic cost management related issues (i.e. expenses, CM fees), seeking guidance as needed

- Support Leadership with initiatives by contributing to problem solving sessions, brainstorming, strategy discussions, testing, implementation, and measuring effectiveness as requested

- Partner with BU, Sales, or other cross-functional leaders as a representative as requested by Leadership

An ideal candidate will have the following :

- Minimum 8-10 years' experience demonstrating best in class client-service capabilities along with team build-out and expansion experience

- Proven ability to manage and motivate a team of client-service professionals

- Successful track record of working in fast-paced, client-service environment

- Strong go-do attitude and track record of business growth / turnaround

- Passion for problem-solving and continuous improvement

- Ability to take full ownership of allocated responsibilities and leading by example

- Outstanding communication skills and willingness to call and engage senior professionals

- Understanding of different types of clients and interest in working across industries (energy, consumer, healthcare, technology, business services, real estate, etc.)

Women-friendly workplace:

Maternity and Paternity Benefits

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