杭州招聘

CLIENT PROFILE
Our client was founded in 1998. They began by providing a pioneering lifestyle concierge service to 20 members in London. They now run over 70 customer/employee loyalty schemes with more than 800,000 members. They’ve opened offices in San Francisco, New York and Hong Kong (in addition to London and Maidenhead in the UK) and now have over 350 staff spread over our 5 offices. Their client's experts provide intelligent personalized support, delivering exactly what their thousands of members require – whether they’re at home, at work, or on the move.

Position: Team Leader
Location: Shanghai, China
Report to: Operation Director
Subordinate: 8 persons


Key Responsibilities:
Service Delivery
？ To manage resource plans and rotas for your team to be agreed well in advance and are implemented and maintained accurately in order for the team to handle member’s requests effectively and avoid any gaps in coverage.
？ To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Especially for coverage on weekends, evenings and bank holidays is to be maintaining to ensure 100% service delivery at all times.
？ To ensure you use your judgement and personal skills to recognise the needs to provide or request short term support to and from other teams when unexpected resource or demand issues arise and implement, to maintain achievement of targets.
？ Work with your team to meet service level agreements to ensure we deliver and aim to exceed to clients and members expectations.
？ To work closely with IT and Finance to ensure that Lifestyle Managers receive prompt and effective support at all times for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved to ensure Lifestyle Managers can work speedily and efficiently
？ To set measures and targets for the team that contribute to the overall business need and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to.
？ To identify, deliver and implementing changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency or sustainability
？ To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised.
？ To identify gaps or shortcomings in our direct supplier base and work with the Supplier Relations Managers and commercial teams to overcome these gaps and ensure the member receives a wider breadth of service.
？ To ensure that your individual team members are thoroughly aware of the specialists within the business to ensure that our members receive the best service from the most knowledgeable person in the requested area.
Development and Performance Management
？ To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and deliver superb member satisfaction at all times meeting the member satisfaction and quality assessment targets.
？ To regularly review request management by Lifestyle Managers, listening to calls and reading communication, to assess Member Satisfaction within your team. Work closely with the Quality Assurance Team to benchmark results and service levels and use the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance..
？ To conduct monthly 121s and performance reviews every 4 month for the team, identifying improvement areas and offering coaching, mentoring in order to maximise performance.
？ To set SMART objectives with each individual, and follows through on all points agreed in order to support personal development of Lifestyle manager.
？ To support and coach Lifestyle Managers to manage their workload and homepage from day to day in the most effective way in order to deliver targeted response times and meet member expectations and to minimise their own stress and potential for making mistakes.
？ Too support Lifestyle Managers with queries pertaining to their role, providing additional coaching and training to support to respond to member queries and completing requests quickly and effectively.
？ To celebrate success: acknowledge and share reasons for success within your team and wider department. Recognise and praise your team appropriately for hard work and performance to ensure that the team feels positive, motivated and valued.
？ To identify and develop high calibre performers so that they progress within Ten. To work with your line manager to ensure Lifestyle Managers progress through the formal development programmes to ensure staff retention and effective succession planning.
？ To encourage development for an individual that is timely, they are capable and showing the correct competency. Not holding them back because of team need.
？ To ensure that all team members are aware and understand all relevant HR policies and encourage adherence.
？ To follow all HR processes as outlined and seek guidance where clarification needed.
？ To take prompt action where appropriate in relation to any one of the policies.
？ To over-see pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period.
Leadership
？ Takes a strong lead in setting clear objectives/target for yourself and your team in order to achieve wider business strategy and goals.
？ To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team.
？ Regularly communicate through 121’s, performance reviews, team meetings/huddles, to ensure your team is kept fully up to date with key decisions, achievements and requirements affecting the team and the Ten business overall. Check that buy-in and support is achieved through checking individuals understanding of what is expected To ensure everyone is working towards the same goals.
？ To work closely with other lifestyle teams and regularly identify common issues for priority improvement to the service and benefits offered to members in order to maximise the profitability of the business overall.
？ Ensures that the team are working towards the business objectives, understanding the part they play in meeting them.
？ Role models Ten’s values and embeds them in the strategic and day to day management of the team
？ Sets out the vision for the team in a way that motivates and inspires
Business Management
？ Oversight and administration responsibility of all supplier relationships related to the maintenance and good upkeep of the office, or coordination of this with managers in other offices in the region. This will incldue contact with the landlord, computer repair, rubbish collection, cleaners, alarm system upkeep, any delivery of food staples etc..
？ Responsibility for carrying out all purchases for office hardware and supplies at the direction of the CEO.
？ Facilitating and organising logistics of employee travel in the region and liaising with internal departments at Ten to complete bookings around this
？ Project management of specific larger projects that will be agreed with the CEO. These could include overseeing office moves, new technical upgrades etc..
Business Analysis
？ Ad hoc support of reports and analysis of various operational activities to management team – this could include call flow analysis, request volumes, membership activity etc..
？ To provide input to key financials for the Indian business, including operating costs and any important revenue streams (non-corporate).
？ To contribute to the strategic vision for the region and provide specific input into areas that include recruitment, marketing strategy and cost-saving efforts related to staffing and site.
Recruitment & HR
？ To oversee the recruitment process in the region.
？ To have responsibility for issuing all new contracts to employees in offices in Mumbai and all relevenat paperwork required for the country their office resides in including right to work and any permits or background checks required. NB this may be done by a recruitment company.
？ To own all relationships with local recruitment agencies creating clear and effective processes for recruiting staff in the region
？ To ensure that there is a clear HR function established in the region and that there is an up-to-date and locally relevant interpretation of all critical business policies for Ten including an HR handbook. Liaising with local HR professionals to ensure the veracity and legality of these documents will be required.
？ To be the conduit for information sharing with the HR Team in the UK
General Activities
？ To proactively resolve problems and issues that may arise within the team and communicate headlines with your line manager in order to ensure the appropriate learning’s are shared to avoid a repeat of the same situation
？ To take an active part in the global management team, by attending meetings and forums. Sharing successes/ concerns with solutions, where possible regarding your team, to understand other teams needs/issues around the business. All in order to ensure a cohesive approach to meeting company targets and goals.
？ To keep your Team Leader peer group and senior management team fully up to date on the performance of your team highlighting any issues affecting it, in order to ensure your team is maximising their performance and the member is receiving the best possible service.
？ Maximise the benefits of working effectively with the wider global team such as for training, business development and with other line managers, to share ideas and best practice to avoid a the potential silo effect from working with your own department in mind,. Consider ideas raised to maximise their ability to translate to all teams for the good of the business
？ To maintain accurate and timely logs of sickness and punctuality for the team completing return to work forms and self certification form, ensuring that HR receive any sick notes
？ Ensures the Lifestyle Managers understand the Standards of behavior required and adhere to them, dealing promptly and effectively if not.

Candidate Requirements:
？ Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
？ Minimum 3 years experience managing a team of at least 6-8 people
？ Educated to a undergraduate level
？ Native Mandarin and fluency in English
？ Have a real passion for customer service

Qualified candidates to email in confidence to: Ashley.chen@orionchina.net

Orion China is an executive search and management recruitment consultancy. Incorporated in Shanghai, our business and market knowledge is best poised for corporate organizations expanding through the eastern gateway of China. Contrary to the nature of multi-tiered consultancies, our driving philosophy is to return a sense of trust and responsibility to our industry.

Headquartered in Shanghai, our firm is comprised of local and foreign consultants with respective industry experiences and search-related backgrounds. To offer a desirable scope of service, we partner with search and business affiliates in South China, Singapore and Europe. Providing this diversity of geographic and business knowledge, our clients benefit from fact-based analysis, operational experience and original thinking.



优仕人才服务有限公司（OrionChina）是一家专业从事中高级人才猎头、人事外包、人力资源咨询、个人职业生涯规划的人力资源顾问公司。区别于国内外不同类型的人力资源服务公司，我们更看重客户和人选对我们的信任，以及我们为此而应该承担的责任。我们矢志成为真正的咨询顾问公司，以专业的顾问式服务，为客户打造适合其自身不同发展阶段的职业经理人团队。

优仕（OrionChina）是由来自多元文化背景和丰富猎头经验的本土和外籍专业人士组成的。对东西方文化、市场因素及经济环境的深入了解，凸现了我们在分析和把握跨国企业在中国市场的人力资源理念和本土化策略，以及职业经理人才和专业人士的价值取向和成就动机方面的独特优势。

凭借具有不同行业背景，融合东西方文化的资深顾问团队，依托建立在多年实践经验积累之上的专业化服务流程，以及高效的信息化管理平台，优仕（OrionChina）为在中国发展的国内外企业推荐了大量的职业精英，业务范围涉及到上海、北京、广州等城市及周边地区。此外，作为GLASFORD在中国唯一的成员，我们还在世界上三十余个国家拥有紧密合作的猎头合作伙伴，可以为我们的客户提供全方位、跨地域的人才招聘服务。