Senior Team Lead

Senior Team Lead provides and is responsible for the day to day operations and communications of the project, working directly with an experienced Operations Manager. Also responsible for overall department KPIs met and personnel development. This job description outlines the management, business and operations responsibilities of Senior Team Lead role.

Requirements (MUST):

• 5+ years in operational management, technical service delivery, or MSP/agency operations, leading a team of 50+ agents
• Professional leadership, management, communication and collaboration skills
• Prior experience of having supporting globally based clients (e.g. US/EMEA/IN/APAC) in a fast changing product environment
• Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
• Experience in vendor management processes including managing multiple vendors in multi-year contracts and execution of outsourcing projects
• Strong communication skills and ability to influence people to contribute to continuous improvement of operations
• Experience in multiple projects/verticals and/or driving horizontal process improvement initiatives, collaborating proactively with other leadership without explicit assignment of AIs by manager

Requirements (Preferred):

• Experience in managing product incubation, piloting and operation hub
• Knowledge of product incubation cycle for IT clients
• Experiences in incubation operation support such as creating guidelines/training materials, and also in change management such as guideline revision and training support for other vendor partners.
• Professional communication and documentation skills to ensure healthy relationship with clients and other stakeholders
• Ability to identify and enact improvement plans for resource efficiency
• Effectively assign resources based on changes in project pace, or urgent client needs

Responsibilities:

Team Management

• Organization
• Structure: Create clear, streamlined structural organization for the team.
• Roles: Develop, share out position job descriptions/responsibilities to all agents.
• Review & update quarterly.
• Make these universally accessible in shared folders.
• Org Development: Identify need for reorganization, including (but not limited to) formation of committees, Subject Matter Expert (SME) roles, etc.
• All changes should be run by your manager first.
• Agent/Lead Development
• Feedback: Develop, share out and implement feedback process befitting of team structure and scope of work.
• Hold feedback/performance check-in meetings quarterly with agents and leads, as well as on an annual basis.
• In addition, hold annual performance reviews with agents.
• Upleveling: Identify opportunities for agents and leadership growth; help them set goals and work toward achieving them, and/or develop their role/contribute beyond the expected scope of work.
• Examples include side projects agents can undertake to further the work of the team, develop the culture and pursue their interests include newsletters, metrics side projects, supplementary resources, etc.
• Note: Any formal job title changes should be run by the manager first, as they could lead to requests for salary changes, etc.
• Communication
• Create clear internal communication channels that encourage agents to give feedback, contribute and participate.
• Hold quarterly all-hands with the team. This should entail:
• Global collaboration
• Time for Q&A.
• Conduct (at least) quarterly 1:1s with all agents.
• Meet weekly with team lead(s).
• Hold regular (at least quarterly) office hours.
• Identify and implement ways to further transparency and open lines of communication.
• Staffing, Hiring & Training
• Staffing: Ensure the team is adequately staffed at all times. Create contingency staffing plans (backup coverage, etc.) to enact when needed.
• Hiring: Work with Highspring recruiters to recruit, screen and onboard candidates.
• This includes holding interviews and extending offers.
• Make all positions open to internal candidates through formal application and interview process.
• Training
• Develop, execute, oversee training programs. This includes:
• Client-required orientation, Day 1.
• Role-specific training
• Oversee, ensure all on-the-job training necessary is provided if workflows, etc. change from stakeholder(s).
• Human Resources
• Identify, document, mitigate and escalate any HR issues to manager &/or Highspring MS HR rep. These include:
• Performance
• Attitude/Behavior
• Attendance, including tardiness
• Identify bottom performers, coach through proper PIP process as needed.
• Consult manager or HR on PIP process
• Follow HR best practices. These include:
• Documenting issues, conversations, etc.
• Holding conversations with agents to address issues. For such conversations, have either a lead, manager or HR rep attend, as well.
• Complete all required HR training as directed by HR

Workflows/Work Management

• Service Level Agreements (SLAs)
• Develop and consistently meet SLAs.
• Proactively address negative trends in KPIs, and mitigate impact to SLAs.
• Processes
• Create SOPs (statement of process) documentation as needed, for all workflows, both instructions and guidelines.
• Review documentation at least quarterly to ensure it is up-to-date.
• Keep all relevant docs, trix, etc. organized in a shared Drive folder(s).
• Ensure documentation (Process and Workflow mapping) is updated, logging any and all process changes ASAP. (This will be a continual practice due to design changes to the product/WF(s)).
• Develop troubleshooting measures; ensure they are universally accessible and understood.
• Optimization
• Continually optimize work for both client(s) and agents, reviewing processes and tool usage, as well as gathering feedback from agents/team.
• This should manifest in improved MoM or quarter-over-quarter metrics and be demonstrable in reports.
• Work with manager for continuous, demonstrated team improvement.

Client Relationships

• Communication
• Meet with Clients/Vendor Manager weekly (or as needed/requested) to gather information around changes in priority of the product/WF(s).
• Also: Field any escalations or concerns from the client side.
• Submit regular reports (weekly, monthly, quarterly) to client on an agreed-upon (with client) cadence.
• Respond to all client communications in a timely, clear and effective manner.
• Ie: With bigger asks that require more time, send a note acknowledging receipt of the request and letting the client know it is being looked into.
• Meet all deadlines as requested by clients.
• Business development
• Endeavor to further Highspring's work with the client(s), including identifying opportunities to grow the team, take on more work, etc.
• Ensure this is coupled with a review of compliance and utilization, as well. (Does it merit an SoW amendment Does more HC need to be added based on utilization percentage)
• Work with manager(s) to develop, submit budget, as well as expansion, proposals and requests.
• Value Adds
• Identify, pursue opportunities to provide additional service to clients.
• Work on one project per quarter that provides value to the client/Highspring.
• Also: Create a case study to highlight thought process and impact.
• Compliance
• Review SoW(s) quarterly to verify scope of work has not changed; flag any issues therein to the manager.
• Respect compliance expectations in developing documentation (SOPs, etc.) and moving to amend workflows.
• Escalate to client(s) as needed for policy approval or otherwise.
• Ensure all agents are acting compliantly in their work and interactions.

Metrics & Reporting

• Development
• Work with manager and business analyst(s) to develop and provide meaningful metrics for the team (QA, Productivity Utilization, Specificity, Sensitivity, TAT, etc.)
• Work with data analysts to develop dashboarding for team metrics.
• Agent Performance
• Monitor agent performance daily via dashboard. (This includes utilization.)
• Reporting
• Reporting structure is followed by WBR and MBR creation and presentation to the client(s).
• Track expansion of responsibilities, process improvements and ad-hoc projects, as well.

Highspring Responsibilities

• Communication
• Meet for weekly syncs and on an as-needed basis with the manager.
• Submit weekly snippet report, forwarding to manager.
• Attend regular leadership meetings.
• Financial
• Approve timesheets. (If applicable.)
• Escalate any financial questions to the manager, as well as Highspring back office (as needed).
• Request approval for any expenses to manager; file report.
• Handling invoice preparation (if needed)
• Obtain proper approval from manager for any business-related travel
• Incubation
• Baseline incubation progress using Highspring tools.
• Recordkeeping
• Submit all role changes.
• Keep detailed records for team/agents, including agents starts, time off, etc.