Manager Customer Services - SE
2d ago


Purpose & Accountability :

  • Typically performs specialised duties in a defined functional program area involving a wide variety of problems, performs standard and non-standard assignments
  • Is an expert source of information on processing transactions
  • Business impact :

  • Eliminates significant inefficiencies by changing process steps
  • Central address for all questions of operative process performance and quality
  • Responsibilities and requirements :

  • Typically supervises non-professionals who perform routine tasks or provides informal and / or formal guidance, training, and support to other team members
  • Requires developed specialized skills, or a breadth of skills, through job-related training and considerable on-the-job experience
  • Often inputs to development of new procedures / standards subject to approval from manager
  • Requires in-depth knowledge and experience to respond to non-routine situations, with consideration of short term consequences
  • Requires formal qualification / vocational training
  • Completes work with a limited degree of supervision or works autonomously
  • Has developed breadth and / or depth of skills in a range of processes procedures and systems, or acts as the technical expert in an area
  • Skills are typically developed through a combination of vocational training and considerable on the job training or a college / university degree with limited work experience
  • May propose and / or contribute towards improvements to processes (with validation of supervisor / manager)
  • Typically coordinates and supervises the daily activities of a small support, production or operations team of non-professionals (at lower Work levels), may allocate work, sets priorities to ensure task completion, coordinates work activities with other supervisors;
  • provides subject matter guidance to other team members.

  • Typically does not spend more than 20% of time performing supervision.
  • May be responsible for performance evaluation and pay review.
  • Spends a majority of working time performing the same work processes and activities as employees on team
  • Mainly uses existing procedures to solve standard problems; analyses information and standard practices to make judgments with consideration of consequences
  • Supply Operations

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