Team Lead - Sourcing & Procurement

JLL


Date: 2 days ago
City: Taguig
Contract type: Full time
Duties & responsibilities: What this job involves

  • Address tickets and escalate to support team as required. Provide assistance in resolving and ensure issues associated with the system are resolved within agreed service levels.
  • Update Standard Operating Procedure documentation as required (procedures, user guides and training documentations)
  • Manage a team of analysts to deliver SLA and efficient helpdesk support
  • Thoroughly test fixes and enhancements updating test scripts prior to deployment to the live system.
  • Assist with system upgrades and service pack testing as required.
  • Identify key user processing issues that can be reduced by running short knowledge transfer sessions
  • Actively participate in requirements gathering and design of solutions, project deliverables, creating test documentation and executing testing across systems.
  • Work with the business to ensure thorough documentation and testing of enhancements and fixes to production releases.
  • Implement new initiatives
  • Ensure all policies and procedures are kept up to date
  • Implement Process improvements
  • Track and analyze ticket metrics to identify frequently asked questions and user training opportunities

Performance objectives

Leadership:

  • Leads by example
  • Demonstrated rapid “get going” capability
  • Capacity to achieve results within tight resource availability
  • Team player with the confidence to constructively challenge the status quo

Personal Effectiveness:

  • Sets targets for self, and monitors and manages own performance with the guidance from their direct supervisor
  • Monitors progress against own performance measures and achieves results with regular consultation from their direct supervisor

Decision Making:

  • Makes suggestions for solutions that resolve problems or improve operations
  • Actively searches out improvement opportunities and implements them after consulting on strategy and options with their direct supervisor

Relationship Building:

  • Conducts open, collaborative relations with superiors, peers & clients
  • Gains respect of JLL people and clients
  • Ability to manage and see links across a diverse range of activities

Communication:

  • Communicates effectively with superiors, peers and clients
  • Listens effectively and communicates through actions and example
  • Strong communications and relationship skills with the ability to relate to, understand and command respect from subject matter experts
  • Well-developed internal consulting skills, displaying strong analytical thinking, problem solving, and negotiation ability

Key Skills

  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Excellent communicator, Decision making skills and good presentation skills
  • Proficient in MS Office skills, highly skilled in MS Excel, analytical and reporting skills

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