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Operations Team Leader in Saint Louis, MO at HGS

Date Posted: 2/14/2018

Job Snapshot

Job Description

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and over three decades of experience, we have helped our clients deliver exceptional results. We develop and implement some of the best-known processes and practices to deliver a comprehensive range of industry–specific solutions. We deliver seamless service to some of the world’s most recognized brands across North America, Europe and Asia. HGS North America’s Creve Coeur, MO office is currently looking for an Operations Team Leader to support our client Monsanto.

JOB PURPOSE: The mission of this position is to contribute to the overall client satisfaction, employee satisfaction and account profitability objectives by ensuring the operational performance standards for assigned account are met and enhanced.

Principal Duties and Responsibilities:

  1. Provide day-to-day leadership, coaching and development to direct reports. Facilitate recurring one on one meetings and team meetings to promote ongoing feedback opportunities to drive success.
  2. Review operating metrics daily to ensure client and HGS goals are being met. Areas of focus include: customer satisfaction, quality of work, timeliness, productivity, employee development and morale.
  3. Continuously identify areas of process improvement and work effectively within the organization to implement resolutions in a timely basis. Areas for improvement should be targeted around increasing client satisfaction, employee satisfaction and company profitability.
  4. Optimize staffing to achieve proper balancing of client servicing objectives. Ensure strong pipeline of candidates for roles. Participate actively in ongoing interview process.
  5. Responsible for service quality for all work performed by front line direct reports. Drive quality evaluation program for areas under your responsibility.
  6. Analyze team activity, identify opportunities for improvement, create action plans to drive progress towards achieving results.
  7. Develop, maintain and continuously improve reporting tools to drive success.
  8. Participate in recurring client updates proactively providing valuable insights on program performance.
  9. Sustain positive, supportive, collaborative culture in place thru our St. Louis organization.
  10. Collaborate with site Director and HGS St. Louis leadership team to ensure site goals are met.

Minimum JOB Requirements:

  • BA/BS in Business Administration or related field or equivalent experience
  • Demonstrated ability to make complex decisions and solve problems using qualitative, quantitative data, while considering impact of decision on others.
  • Proven ability to delegate and manage work-loads and projects across functions
  • Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.
  • Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.
  • Intermediate knowledge of PC applications using Microsoft Office
  • 4 – 6 years relevant experience, including 2 years in leadership role

HGS offers a full competitive benefit package including Medical and Dental Insurance, Life and Short Term Disability Insurance. 401(k) Savings Plan with company match and a Tuition Reimbursement Program.

Please visit www.teamhgs.com to learn more about HGS.

HGS is a Drug Free Workplace

EOE M/F/D/V

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