Goal :
Managing people and organizing activities within a team so that the services offered can be provided in an efficient and effective manner and employees can function optimally within the team.
Defining and developing new services and optimizing existing services within the team in order to meet the needs of the user/customer.
Main activities :
- People Management :
- Ensures a clear division of roles within the team and delegates tasks to the right person
- Coaches and directs the team where necessary and guides individual employees in their personal development (work consultations, training, evaluations, career path, competencies, etc.) in collaboration with the HR Business Partner
- Is responsible for drawing up and optimizing the skill matrix for all employees within the team in function of the services to be provided
- Cost Control :
- Allows the team to operate within the given budgetary and operational context (OPEX & CAPEX,)
- Draws up the budget for the team, submits it to the manager for validation, and follows up
- Provides capacity management based on employees and ongoing projects
- Service Management :
- Creates a service overview/catalogue that contains all activities/services provided by the team and maintains it (possibly in collaboration with internal stakeholders)
- Captures and escalates operational, financial and quality risks
- Sets KPIs (department-dependent) and monitors KPIs (and OLAs), takes action if not achieved
- Acts as a point of contact for employees of your own department and departments with which you collaborate
- Intern processes :
- Ensures that the defined and validated internal processes are correctly executed and followed up
- Continuously designs, documents and optimizes its own internal processes, in accordance with the overarching internal processes
- Provides input to the design or optimization of overarching processes
- Ensures the application and monitoring of standards and policies within its own operations
Scope of responsability :
- Coordinating the daily team activities
- The follow-up of budgeting, cost control and cost monitoring of your own area of responsibility
- Achieving team results and supporting employees in achieving individual and team results
- Quality management and drawing up and monitoring KPIs (and OLAs) and reporting
- Monitoring the application of standards and policies in the execution of activities
Possible consequences of incorrect decisions and/or incorrectly performed activities:
- Less teamwork, planning of work
- Insufficient or no quality service
- Dissatisfied internal and external customer
