Team Manager - Lifestyle at Ten Group

Description

Purpose of the role

• To take overall responsibility for a number Lifestyle Managers who are specialists at delivering solutions to members requests

• To maintain the member at the center of everything we do and achieve

• To meet or beat targeted performance levels

• To ensure the team are delivering superb customer service and quality work

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

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 recognize 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 minimized.

• 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 Member Satisfaction Team to benchmark results and service levels and use the QA and NPS 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 maximize 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 minimize their own stress and potential for making mistakes.

• To 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. Recognize 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 caliber performers so that they progress within Ten. To work with your line manager to ensure Lifestyle Managers progress through the formal development programs 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 maximize 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

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 attend and take an active part in daily pulse and Management Meetings. 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 maximizing their performance and the member is receiving the best possible service.

• Maximize the benefits of working effectively with the wider 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 maximize 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

Requirements

• Please note candidates based in Cape Town will only be considered

• Experience in people management

• Ability to initiate and lead on new business initiatives and proposal; ensuring these are aligned with the team’s key objectives

• Can demonstrate experience of working within a customer-lead industry and strives to continuously deliver excellent customer service

• Project management; being able to manage highly complex global projects with multi-stakeholders internally and externally

• Analytical decision maker; using performance data and leadership skills to drive results

Behaviors

• Proven track record of people management and leading a team to success

• A passion for working in a business that places members and customer service at their core as well as commercial success

• A natural communicator who always takes the time to keep their team and colleagues informed and up to date

• Great people skills; you can demonstrate the ability to influence senior stakeholders and colleagues across teams and will be recognised as a supportive, effective and highly driven colleague. Having the ability to work effectively and professionally during period for high pressure

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognize and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Preference will be given to candidates in alignment with the employment equity plan of the organization.

Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.