Job Description
The Manager, Program Support will lead a team that engages with our client programs on a daily basis. This team plays a key role in our overall service delivery to our customers in Assent’s Professional Services department. The Manager, Program Support will develop their teams email communication skills, phone skills, and helping to navigate complex program puzzles.
Key Requirements and Responsibilities
Manage the day-to-day operations of the team. This includes but is not limited to:
Track and report on important business KPI’s
Capacity planning; organize, prioritize, manage workload requirements and allocate resources to effectively accomplish the work
Provide effective performance management through feedback, employee recognition, rewards, and progression plans for top talent
Encourage innovation, and improve the efficiency of business processes and procedures to enhance quality, efficiency, and productivity
Facilitate weekly team meetings and engage in weekly or biweekly 1:1s with team members as required;
Be an escalation point for any client/service delivery tickets, conduct in depth investigations for deeper levels of understanding after escalations from clients and suppliers;
Create new work instructions and continuously update exciting work instructions/processes
Advocate and cooperate with all internal groups to ensure alignment on special projects and execution
Actively engage with all teams within Professional Services to address any cross-team training gaps, or provide further knowledge of Program Support processes;
Create and provide training to the team/new members of the team, wherever there are training gaps
Qualifications
We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications,
Excellent verbal and written communication skills, in English, however
Experience mentoring and/or leading teams, with a passion for developing others;
Computer proficiency using MS Office Suite and Google Applications, able to leverage functions and tools across the board to promote team cohesion and efficiency/productivity;
Vigilant attention to ongoing training, tools, selection and process improvements required to uphold and improve productivity. You must always seek the right balance between automation and manual processes to optimize productivity
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