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November 19, 2019  
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Regional Service Manager

Position Description

The Regional Service Manager has overall responsibility for the performance of the Region including:


- Customer satisfaction and user experience - for the client and office


- Service delivery - meeting the promises made to clients


- Team performance - including TAT, quality and productivity


- Team development - ensuring the team has the right skills and visibility of progression


- Operational performance and center effectiveness - utilizing defined forecasting and capacity management, skills matrix, recruitment process etc.

Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

The Regional Service Manager reports to the Head of GCC

The Regional Service Manager role does and is responsible for the following

Office engagement:


- Build effective working relationships with the offices - getting to know individuals, key clients and overall expectations


- Communicate with the Office on a regular basis reviewing Center and Office performance, plans for renewals & new clients and resolve issues or set priorities together


- Deal with high level escalations to resolution and address and fix the root cause


- Oversee and coach office engagements & communications to ensure quality & effectiveness


- Proactively ensure new clients & renewals are effectively handled

People:


- Ensure the goals and objectives of the region are clear and understood in a consistent way across the team


- Set annual objectives in line with the Center objectives


- Ensure all HR processes are followed according to guidelines and in a timely manner


- Manage resourcing in the short, medium and long term to ensure the team is sufficiently staffed, capable and motivated including doing succession planning - actively manage recruitment, training and time off


- Participate in the recruitment process including sifting, interview, selection, and hiring


- Support MSMs on all aspects of Nashville people performance


- Deal with significant performance issues in Nashville to conclusion


- Hold effective 1on1s with direct reports at least monthly, more often if required. Utilize coaching techniques where appropriate and capture and share key points and actions


- Hold appropriate coaching & performance conversations


- Keep the skills matrix up to date in accordance with the GCC process and ensure each individual has a development plan. Review progress against the plan at least quarterly


- Ensure the team have the right licenses (CISR, P & C) and undertake necessary WTW training


- Hold regular huddles covering all locations, ensuring that Regional Leaders and Market Leads and MSMs are clear on their priority and any issues or changes are communicated


- Create a culture of team work, building a cohesive Regional team who are client focused and aligned on expectations

Process and technology:


- Prioritize focus and resources on an hourly, daily, weekly and monthly basis as required


- Act as the final point of escalation for the team on any issue to resolution


- Ensure the appropriate measures, reports and communications are shared with individuals or teams on an appropriate basis


- Ensure ML/MSMs are following their designated routines in respect of their role


- Assure ML/MSMs are following processes and SOPs and their teams are doing the same


- Drive quality in the team, working with the Quality Analysts and ML/MSMs to identify issues and solutions


- Where possible, ensure accounts are streamlined, Certs Center notes are eliminated and complex accounts are set up to require minimum work for all stakeholders


- Proactively identify process and technology issues and improvements that drive progress and maturity in the Center. Resolve them where possible or raise them in writing through the appropriate channels


- Lead on your operational specialty

Behaviors


- Focus on team success - be easily approachable and provide the support your team needs


- Act as a role model in all aspect of the job including: Customer focus, team work, coaching & development, metrics focus, timeliness, attendance & appearance


- Create opportunity in the team for growth and development


- Show a vested interest in the organization & team demonstrating a positive can do attitude


- Be an active member of the Senior Leadership team

The Requirements

The Regional Service Manager will have objectives on the following (specific numbers to be designated in PeopleSoft):


- Regional turnaround time (TAT)


- Regional quality score & right first time metric


- Regional productivity


- Client satisfaction


- Meet the values requirement as outlined by WTW


- Managing relationship to create satisfaction even when the conversation is difficult


- Providing clarity of direction and able to prioritize conflicting deliverables


- Motivating individuals to meet their goals


- Coaching and mentoring so the team can develop


- Identifying, diagnosing and solving problems at the root


- Communication - written, verbal and non-verbal


- Critical thinking and analysis


- Time management and organizational skills


- A working knowledge of COD and an understanding of the core processes


EOE, including disability/vets



Additional Information

Employment Type: Full-Time    
Position Location: Nashville, Tennessee


Apply For This Job: Regional Service Manager


 

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