Job Description
The Senior Manager-CONAN (Consultative Analytics) is responsible for providing support and coaching on an as-needed basis to the team members and GBSC-based team managers, and provide support to US-based managers as it relates to GBSC-based team members.
Responsibilities
- The Senior Manager-CONAN is responsible for providing support and coaching on an as-needed basis to the team members and GBSC-based team managers, and provide support to US-based managers as it relates to GBSC-based team members.
- Provide administrative support to the Team Managers and team members, such as assisting with salary, benefits, time off requests, recruiting, system issues, and any other HR questions.
- Provide basic technical support to team members for system issues, and coordinates with the IT Helpdesk for complex, recurring system issues and system outages.
- Help develop high-performing team members in lead roles for future management opportunities. Manages performance improvement situations as needed and in accordance with company policy.
- Identifies and implements opportunities for process improvement.
- Maintains team communication and high engagement by holding regular team meetings to disseminate updated departmental information, business updates, problem-solving and address all departmental and interdepartmental issues as they arise.
- Initiates programs and activities to drive high employee engagement, productivity, and morale. Coordinates with the US-based Managers for the budget of those activities and handles the budget for the team.
- Provides metrics on team performance, productivity, attrition rate, and other relevant data about the Department.
- Supports the planning and execution of appropriate departmental training and relevant employee development initiatives.
- Reviews and recommends improvements to current operating policies and procedures to enhance business processes on as needed basis.
- Interprets and helps implement corporate policies and procedures for the department in conjunction with the functional manager.
- Ensures proper standard operating procedures (SOP) and protocols are followed.
- Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met and exceeded.
- Informs immediate superior regarding problems and other matters beyond the limits of authority.
- Assists with production issues in the absence of a team member.
- Performs other related work as required or requested.
- Upholds the Crawford Code of Conduct
Qualifications
- Four-year college (Bachelor Degree)
- Ten (10) years cumulative experience in a supervisory, management, or related role of a medium to large-sized group of team members.
- Minimum three (3) years experience in managing the daily operation of at least 10 or more teams consisting of 50 or more members with diverse knowledge-based roles.
- Knowledge and Skills:
- Ability to manage multiple tasks, exhibit flexibility and meet deadlines through appropriate prioritization and decision-making skills.
- Stakeholder management skills and experience in dealing with US-based managers, preferably based in the US.
- Effective interpersonal and collaboration skills.
- Problem Solving and Decision Making.
- Excellent communication skills both verbal and written.
- Planning, organizational, and personnel management capabilities.
- Employee Communication and Engagement.
- Data analysis and insights.
- Strategic Thinking and Lean Management and Design Thinking (preferred).
- Proficiency in Microsoft Office (especially MS Excel)
- Computer proficiency.
- IT/systems knowledge sufficient to evaluate system needs and alternatives.
- Familiarity with Power BI and SQL
- Proficiency in Microsoft Office.
- Familiarity with Power BI and SQL
- Lean training or certification
