SERVICE CENTER MANAGER
RESPONSIBILITIES:
* Managing entire workflow of Employee Service Center team towards successful
delivery of service utilizing multiple products for multiple clients.
* Leading associates through organizational, process, and technology changes
while fostering adoption of new tools and ways of working.
* Supporting transformation initiatives, including technologies such as SAP
Rise, PCC, Integral MyView etc, and future platform enhancements that impact
service delivery.
* Driving continuous improvement by leveraging operational metrics, root cause
analysis, and client feedback to improve efficiency, quality, and the overall
client experience.
* Utilizing data and operational dashboards to identify trends, make informed
decisions, and proactively manage team performance and capacity.
* Building strong partnerships across Operations, Product, Implementation,
Service, HR, Training, Quality, and Technology teams to support strategic
initiatives and resolve complex issues.
* Ensuring compliance with operational standards, security requirements, and
internal controls while maintaining a high quality client experience.
* Developing a high-performing team through coaching, talent development,
succession planning, and recognition.
* Demonstrating agility and adaptability while balancing client expectations,
operational priorities, and ongoing organizational transformation.
* Ensuring Employee Service Center team adherence to work schedules, policies,
procedures and metrics.
* Recruiting and selecting new talent, ensuring timely and effective training
is provided (to include, but not limited to, formal, just-in-time, mentoring
and on the job), motivates and rewards performance, provides regular and
timely performance feedback to direct reports and focuses on development and
engagement of each individual and the team as a whole.
* Driving innovation and continuous process improvement within the team.
Meeting biweekly with each team member and at least mont
📌 Service Center Manager (Bogotá)
🏢 Adp
📍 Bogotá