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"I couldn`t put it down from start to finish...Some of these stories are fascinating, some sad and some just downright funny. I thoroughly recommended it anyone whether interested in Human Resources or not!"

 

"A really funny and interesting read .... great insight into the wierd and wonderful world of HR ..."

 

"Amusing and informative. A recommended read for anyone interested in a career in Human Resources. "

 

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If you want an HR text book this book is probably not for you. If you want a unique insight into some of the weird and wonderful true stories that happened during a twenty year career in Human Resources it is.

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Team Leader Corporate Service job description

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Job Summary

This role acts as the coordinating point for Service Delivery for UK & several European markets for a leading investment bank and is responsible for ensuring service consistency and driving operations projects and best practice.  

This includes escalation and resolution of any service related issues.

 

Main responsibilities-Team Leader Corporate Service job description

Build strong, open and honest relationships and constantly look for opportunities to motivate and inspire the team to deliver high quality customer service.

 

Drive customer loyalty using service resolution actions as opportunities to exceed customer expectations.

 

 

 

Continually analyse and use all available metrics to drive the team's performance forward. Develop and implement action plans using data from reports including Call Monitoring, Telephony, Customer and Employee Satisfaction.

 

Ensure effective use of resources -anticipate and deal with the day to day resourcing issues to ensure service standards are met or exceeded.

 

Main responsibilities [cont]-Team Leader Corporate Service job description

Knowledge, Skills and Abilities-Team Leader Corporate Service job description

Attend regular client calls/meetings with senior members of the banking client

 

Escalation of operational issues to senior management

 

Implementation of complex EMEA BCP with constant updates & improvements

 

Key contact for Forecasting

 

Ownership of HR related issues

 

 

 

1.Strong understanding of travel operations, suppliers, and systems.

 

2.Excellent interpersonal skills

 

3.In depth Travel Industry knowledge

 

4.Excellent communication ability including written and oral presentation skills.

 

5.Strong attention to detail and analytical skills.

 

6.Excellent administrative and time management skills.

 

7.Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills

 

8.Ability to work with cross-functional teams and to influence both internally and externally

 

9.Natural leader able to demonstrate success in inspiring and motivating a team of team-leaders & travel consultants

 

10.Leads by example

 

11.Outstanding proven ability to deliver excellent customer service

12.Strong People and Communication Skills

 

13.Previous experience of leading a successful team

 

14.Commitment to going above and beyond for a high profile client

 

15.Highly organised

 

 

 

 

 

 

 

 

 

 

16.Clear thinker and decision-maker

 

17.Strong analytical and numerical skills

 

18.Previous experience within a similar environemtnw ould be seen as an advantage.

Team Leader Corporate Service job description

 

Work closely across functions (internal and external) to maximise the team's performance: Workforce Management, Capacity Planning, Air, Rail, Hotel, Car Suppliers as well as Client Management.

 

Continuously develop personal skills in key areas: leadership, technical, travel and customer service. Recommend improvements to the service (Process, Technoloy and People) to the Operations Manager.

 

Implementation of new business & process on the account with a constant focus on process improvements  [cont right]