Team Manager – Allstate Encompass Service Centre

• Title:  Team Manager – Allstate Encompass Service Centre

  Ref: 01/02/ESC-TM

   

  About Us

  At Allstate Northern Ireland, we believe it’s more than just a job.  We believe in allowing our people to choose the direction of their careers.  It’s about you, your future and where you want to get to.

  Opportunity is the hallmark of the Allstate career experience.  We invest heavily in our employees, offering long term career development, personal growth and investment in new technologies.  Every day is different, with new ideas, challenges, and rewards — no matter which team you join.

  We believe that inclusive diversity is crucial to creating a culture of mutual respect where the strengths and talents of each individual are recognised.  We like to leave things better than we found them and deliver results.  We do all of this while having fun and exploring personal passions.

  Join our team and you’ll find challenge and reward in a culture of innovation, support and balance.

   

  Location

  Strabane / Derry, Londonderry

   

  Your role in the team

   

  We currently have an exciting opportunity for a Team Manager to join the Encompass Service Centre (ESC). This role will support employees across sites in Derry/L’Derry and Strabane and travel between the sites will be required.

  The Team Manager role is critical to the success of the ESC and the successful candidate will manage Customer Support Centre Teams within a Continuous Improvement (CI) environment.  Using leadership practices and CI tools the Team Manager will lead and Inspire people towards achievement of business goals and objectives and will contribute to formulation and implementation of business strategies. 

  The Team Manager also supports the implementation of Development and Engagement Strategies within the ESC and will accelerate development of others through highly effective coaching and mentoring practices.

   This role operates within a global environment, cross-functionally and at various levels across the ESC and other business areas within Allstate/Encompass.

  *Please be aware that the role may involve evening work due to shift-based hours. 

   

  Key responsibilities:

  Lead People Resources

  • Manage/lead front-line employees
  • Create a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
  • Direct workflow of unit and assign job responsibilities according to unit goals.
  • Establish/communicate job performance standards and work procedures.
  • Conduct performance reviews, evaluates employee potential and completes talent assessment
  • Partake in the recruitment process for new applicants
  • Identify training needs, coordinate with the Learning and Development Team, and ensure completion of effective training.
  • Work in a team environment
  • Administer Human Resources guidelines and policy and resolve employee’s issues and concerns regarding these policies.

   

  Communicates Information

  • Provide information to employees and management, participate in and lead meetings.
  • Prepare and deliver formal and/or informal presentations.
  • Assist employees in interpreting information, understanding, and applying basic principles, policies and procedures.
  • Drafts reports, memos, letters, and project requests.

   

  Develops and Coordinates Workflow

  • Establish and maintain production standards and measurement methods.
  • Review, monitor, and evaluate individual production and quality
  • Report production/quality status and statistics.
  • Organize information and determine action required.
  • Develops strategies and objectives directed toward meeting unit goals and exceeding customer expectations.
  • Identifies variances to planned performance, evaluates options and recommends/implements actions and makes changes as needed.

   

  Leads/Manages Projects

  • Leads projects
  • Documents progress of project to include key measurements and opportunity areas.
  • Communicates the status of projects to leadership team and key-stakeholders external to the department.
  • Understands and operates software and/or hardware necessary of position.

   

  So, what are the essential criteria to apply?

  • Previous leadership experience with a minimum of 3-5 years recent management experience within a process, technical or service driven environment where you have gained solid operational management capabilities.

  • All candidates must be able to demonstrate their right to work in the UK

   

  Please also demonstrate on your application your experience of the following:

  • Driving Process Improvements
  • Performance Delivery and KPI’s
  • Leadership
  • Strong Communication Skills 
  • People Management
  • Coaching
  • Planning & Organization

   

  We also have some desirable criteria

  • Management Experience within a Service Desk/Contact Centre Environment
  • Educated to HND/Degree level or equivalent
  • ITIL Certified
  • Knowledge Centered Support (KCS) Certified or experience of this Service Delivery methodology

   

  What we offer

  As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.

  Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.

  We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.

  We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.

   

  Apply Here: https://bit.ly/3qbUD1Y 

   

  Statement on Fair Employment and Equal Opportunities

  Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

  We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

  Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

  The closing date for receipt of applications is Friday 11^th December 2020