Human Capital - Customer Services Manager- Birmingham (Fixed term contract)
- Location:
- Birmingham jobs
,
West Midlands (County) jobs
- Salary:
- Competitive
- Company:
- PricewaterhouseCoopers LLP.
- Job type:
- Permanent jobs
- Date posted:
- 21/11/2009 18:05
- Job id:
- 45795072
- Contact:
- Please click on the 'Apply For This Job' button below.
- Ref:
- Totaljobs/OPS02241
PricewaterhouseCoopers (PwC) operates a Shared Service model to deliver high quality, professional and customer driven Human Capital (HC) to the UK firm (c15000 employees). Within this model HC Customer Service undertakes a variety of HC processes and query management to agreed Service Level Agreements to support the Firm. HC Customer Service comprises of a number of teams (c100FTE) and supports a broad range of HC services including:. Customer Care. Learning Support . Recruitment Services. Pay and Benefits. Employee Data Management Life Events The Manager is responsible for delivering a professional, efficient, consistent transactional & query management service to all customers. The Manager will manage a team of Advisors or Team Leads in high volume HC transactional processing or query management, ensuring appropriate induction, training and knowledge sharing processes are in place to enable the team to manage the volume of administration/queries Reporting directly to one of the Leaders, the Manager will work with the HC Customer Services Leadership Team, contributing to the design, development and delivery of HC Services process improvements making recommendations which alleviate the creation of queries and volume of work within HC Services.
Requirements
. Experienced and able to effectively manage a team of HC professionals and Team Leads to effectively administer high volume diverse processes through multi channels. Create a team environment and support team members in their development. Ability to support and drive projects and change initiatives. Portray a professional, customer oriented image of HC Services. Strong customer services skills and attention to detail. Communicate and interact effectively with customers and stakeholders while displaying empathy and courtesy. Ability and confidence to deal with employees at all levels. Flexibility and adaptability in both attitude and approach. Ability to effectively plan and resource to meet forecasted and unplanned activities. Can plan, prioritise and manage multiple tasks to deadline, including performance management of individual team members. Cultivate trust with customers, team members and managers within the wider HC function. Responsible for developing own knowledge and career progression within HC function. Willingness to take on extra responsibility and go the "extra mile". Specialist knowledge of a range of HC or complex high volume processes
Responsibilities
Team Management. Manage a team of Advisors or Team Leads to a high standard providing coaching, leadership and development opportunities to develop talent.. Manage and regularly review operational processes by ensuring productivity levels are maintained, service levels are within the agreed SLAs and performance targets are met. Cultivate a professional, customer oriented image of HC Customer Services. Collaborate with HC Process Owners to identify and resolve relevant process failures and aid query management. Attend relevant HC Customer Services Leadership Team meetings. Ensure appropriate resourcing plans are in place to manage the high volume of transactions and queries are managed . Ensure teams comply with firmwide policies and procedures, e.g. clear desk and risk management proceduresKnowledge Management. Ensure appropriate induction, training and knowledge sharing processes are in place to enable people to provide a great serviceProcess Improvement. Continuously explore and implement ways of improving the standard of service delivery. Ensure adherence and compliance to legislation and internal policies and procedures.. Provide feedback to HC Services managers on recommendations of processes to be implemented to alleviate the creation of queries, escalations or errors. Work with the HC Services technology team to develop fit for purpose service information and updates to the HC Services leadership team. Continuously strive to develop knowledge and experience of self and wider team through focused multi-skilling and establishing knowledge development and sharing forums. Actively support the implementation process improvements and projectsCustomer Satisfaction. Proactively manage Relationships with key stakeholders maintaining regular dialogue including organising and chairing regular Service Review Meetings.. Continuous assessment of customer satisfaction resultsManage customers and staff expectations with effective communication and participation.
The Individual
At PwC all our staff are required to demonstrate certain core skills, which we refer to as our 'global core competencies'. These are assessed throughout the application process. Candidates should make themselves aware of these, and how their own experiences may demonstrate each competency. You can find out more about our competencies by following the below link: http://www.pwc.com/uk/en/careers/experienced/applying-to-pwc.jhtml
PricewaterhouseCoopers (www.pwc.com) provides industry-focused assurance, tax and advisory services to build public trust and enhance value for its clients and their stakeholders. More than 146,000 people in 150 countries across our network share their thinking, experience and solutions to develop fresh perspectives and practical advice.
