Team Lead - Sourcing & Procurement
JLL
Date: 3 weeks ago
City: Taguig
Contract type: Full time
Duties & responsibilities: What this job involves
Leadership:
- 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
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
- 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
- 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
- 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
- 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
- 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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