Title : Senior Manager / Manager (Level 4 and 5)
Its main mission is to ensure that the team provides the service with the highest quality and guarantee its continuity as prescribed in the client contract.
Responsible for ensuring the proper delivery of the service and to maintain and develop relations between the business unit and any internal or external stakeholder at all times.
Also answers for people management belonging to their department.
Manager must respect and assume the objectives, procedures and guidelines of the company. The same they have to make sure that these objectives and procedures are respected in their department.
They are also responsible for communicating all relevant information of the company or the business to the employees they are in charge of.
Responsible for some level of coaching and supervision in the performance of tasks.
In addition to the tasks common to all NGA employees, the specific tasks for this position are :
Understand, manage and control the budget
Ensure that the service meets the quality standards of NGA
Detect business opportunities in both new and existing customers
Ensure that the service is provided in accordance with the provisions of the contract
Create, develop, implement and maintain work processes and communication between the members of the team and third parties (internal or external)
Monitor and enforce processes; collect metrics for measuring quality and productivity in the department. Establish regular meetings monitoring the service
Provide skilled resources and ensure their availability according to the committed levels of FTE (Full Time Equivalent)
Motivate, evaluate and control employees in charge
Define the profile of the team and assign responsibilities
Encourage and lead the formation of the people of the team
Ensure that work and team environment provide a stimulating environment that generates high level of commitment of its members
Define the objectives for the team members and monitor their performance or participate in performance assessments
Dealing with general administrative tasks : approve time registered on the agreed tool, approval of holidays, absences, overtime, costs
Planning the succession within the business
Be responsible for the development of the business and promote the process of continuous improvement
In addition to the common skills all NGA employees the specific for this position are :
Promotion of business development
Availability to travel
Commitment to the customer and the company
Motivated to achieve excellence
Orientation to the process of continuous improvement
Positive collaboration and anticipation to the needs of others
Encouraging the professional development of team members
Leadership and motivation
Ability to adequately assess the commitments acquired and set priorities
Ability to work in a changing environment
Ability to identify the expectations and needs of the team members
Ability to set goals and objectives to the team members (challenging but achievable goals)
Capacity for analysis and problem solving
Be an assertive communicator and transmit the information clearly
Ability to plan and lead team meetings
Capacity of active listening and empathy
Ability to act professionally in difficult situations and to take the necessary actions
Ability to work with teams in different locations