Optimizes the success of the POD teams by ensuring talent development, workload leveling, conflict resolution, cross-training and succession planning. Drives accountability through people management and coaching one-on-ones, Job Performance Reviews (JPRs), ADP (HR information system), learning & development plans and POD (team) meetings.
Provides leadership to assigned staff by performing the following: leading organizational change; developing and empowering staff; cultivating relationships; putting staff in a position to succeed, meeting their personal career goals while also achieving organizational goals; building effective teams that apply their diverse skills and perspectives to achieve common goals; driving engagement and creating a climate where staff are motivated to do their best.
Develops and executes on the staffing game plan to ensure that each member of the POD has the necessary skills for the team to meet or exceed the needs of the organization. Is fully accountable to ensure the appropriate coaching and development occurs for each individual.
Manages talent on the team using talent development plans, succession planning, workload leveling, hiring/onboarding, coaching & feedback, talent assessment, talent gap assessment and resources planning allocation.
Coaches PODs through meetings and huddles. Cross-trains within each POD and across PODs and establishes norms of the PODs. Actively works on team building and resolving conflicts.
Allocates appropriate team members to client assignments.
Provides employees with customer feedback from Voice of the Customer (VOC) data. Looks for site trends with VOC Leader and drives improvement on client feedback through team.
Ensures that employees are fully trained on the strategy and tools to be leveraged with each client.
Drives accountability of team to support customer service activities and customer escalations
Ensures that team delivers to site revenue targets (driving change of scopes, new proposals, new contracts, S&OP process and new sales opportunities).
Supports escalation events that drive accountability of the team.
Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
Guides staff to achieve tactical and strategic business goals; responsible for results including costing, methods, and staffing.
Bachelor’s degree in Science, Business or related field. MBA preferred.
Eight years of experience working in a technical environment with exposure to projects and clients required. Prefers 2 years of people management experience.