Certificates Operations - Team Lead

About Atos

Atos is a global leader in digital transformation with c. 78,000 employees and annual revenue of c. € 10 billion. European number one in cybersecurity, cloud and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 68 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Job Description

• Delivers and Issues updated contracts and certificates to our certificate holders
• Monitors daily operation in terms of volume management, hourly updates, individual performance on quality and productivity
• Provides 1 to 1 coaching through monthly scores as per metrics that are set monthly
• Helps on selection of employees to be hired in the final stages of the hiring process
• Helps on the development of future talents that has potential of getting promoted to the next level
• Timely responds to all types of escalations and provide immediate resolution and action plan if necessary
• Provides reports on team’s deliverables on a daily or weekly basis that will be sent to the management team
• Identification and analyzation of concerns from an individual scale or team level concerns and provide resolution and preventive plans
• Client Management
• Create projects for the team for better performance individually and as a whole
• Projection of staffing needs versus volume thru reports creation and analyzation
• Creates performance appraisal for all team members on a yearly basis
• Identifies functional/behavioral training & developmental needs of employees to support team goals and objectives
• Monitors adherence to ethics and Code of Conduct and implements disciplinary action in compliance with the requirement for due process and communicate policies, programs, and decisions that affect employees
• Plans, organizes, and coordinates team activities to enhance team camaraderie and employee engagement
• Understand and seeks critical information and data needed by the team and keeps management informed and updated on matters affecting their team morale and performance
• Collaborates and networks with other leads to complete assigned projects and programs
• People Management and leading the team daily
• Escalation of issues to Deputy Manager
• Staff Development
• Maintains effective communication amongst team members
• Process Improvement initiatives
  
  
  

Attributes Required

• Leadership skills, People management skills, ability to lead and motivate a team.
• Proactive Team Player
• Good written / spoken communication skills.
• High stress tolerance, Emotional stability.
• Eye for detail.
• Must be organized.
• Good with time management
• Open to working in shifts.
• Process Orientation.
• Service excellence oriented.
  
  
  

Skills Required

• Knowledgeable and has vast experience with leading a team
• Knowledgeable in tracking and documenting client’s information with the required reports
• Keen to details on evaluating and analyzing request/transactions/source documents for processing and to comply with the standards operating procedures
• Good MS Office Knowledge.
• Must have excellent communication skills
• Experience in Process Improvement, Cost Savings, and Gap Analysis
• Team Player with proven ability to lead and drive initiatives through teams more than 30 people for at least two years (except quality)
  
  
  

Experience Required

• 5 years of relevant experience.
• Minimum of 3 years’ experience in a supervisory role having a span control of 10-15 people.
  
  
  

Qualifications

• Should have experience in Back Office LOB; insurance industry
• Must be willing to work in any shift, holidays, overtimes, weekends
• Willing to work onsite