Team Leader Background Check Services

Recruiter
Pontoon
Location
Staffordshire
Posted
29 Jul 2017
Closes
17 Sep 2017
Contract Type
Full Time

GENERAL RESPONSIBILITIES:

Key responsibilities of the BCS Team Leader will include, but are not limited to, the following:

  • To co-ordinate and effectively manage all available resources to deliver a high quality BC service, by ensuring that all cases are completed to the agreed client requirements and service levels agreements.
  • Co-ordinate and motivate the team to ensure that work items/cases are being proactively managed.
  • To monitor work items within the technology platform to ensure that the team are performing against the agreed SLA targets.
  • To monitor and support the team's activities, and take responsibility for conducting regular team meetings, 1-2-1's and performance appraisals where required.
  • To act as an ambassador for the Pontoon Lean Pathway and actively support and promote Lean methodology including participation in the daily team and Manager huddles
  • To ensure team members understand and apply company and statutory operating procedures.
  • Be able to cover other Team Leaders within the team, ensuring that SME knowledge is transferred and recorded appropriately.
  • To provide new and existing team members with training, support, guidance, coaching and development to be able to perform their roles successfully.
  • To track performance against SLA's, and highlight any issues if necessary.
  • Become a subject matter expert in Client Requirements and Escalation Matrices.
  • Become a super user within the Technology Platform.
  • To act as escalation point of contact for any queries, if resolution not possible, escalate to Head of BCS in a timely manner
  • To proactively review and monitor BCS processes/procedures from time to time, and with management approval, suggest and implement improvements were possible.
  • To ensure all client/account updates are delivered by the team on time and in accordance to agreed standards.
  • To take ownership of all client audits & policy reviews
  • To develop effective working relationships with key internal and external customers.
  • To adopt & demonstrate the company's core values in the delivery of a customer-focused service, acting upon service feedback.
  • Cultivate a positive team environment at all time
  • Act as a role model for new & existing team members, maintaining professionalism at all times
  • Support Head of Dept with any relevant internal/external projects & initiatives
  • Show an interest in projects outside BAU

EDUCATION & JOB REQUIREMENTS:

  • Education to GCSE standard preferred
  • Pre-employment screening background (preferred)
  • Management experience of small teams in an office environment (preferred)

PERFORMANCE MEASURES:

  • Team delivery of PES service to agreed client SLAs
  • 100% compliance in Client audits
  • Provide accurate weekly performance reports to Head of BCS
  • Team accuracy above 95%
  • Team productivity to be at 100%
  • Successful completion of annual objectives

KNOWLEDGE, SKILLS & ABILITIES:

Knowledge

  • Complete Background Checking knowledge of all aspects including but not limited to (processes, policies, SLA, business/client requirements).
  • Client requirements and process.
  • Experience of leading a team/being a Team Senior
  • Full Systems knowledge, including SME level on technology platform
  • Capacity/Accuracy/Productivity tracking
  • Pontoon Lean Pathway
Skills
  • Reliability
  • Leads by example and takes initiative
  • Commercial acumen
  • Solution Minded (brings solutions to problems)
  • Delegates effectively where applicable
  • Effective communications & stakeholder management skills
  • Methodical, meticulous, and able to pay attention to fine detail
  • Customer service orientation
  • Assertive telephone manner
  • Time management with the ability to work to deadlines and under pressure
  • Ability to identify necessary change and improvement
  • Passion and desire to deliver a best in class service 100% of the time
  • Team management