Senior Team Lead POST NUMBER: 304234
Overview
Senior Team Lead provides and is responsible for the day to day operations and communications of the project, working directly with an experienced Operations Manager. Also responsible for overall department KPIs met and personnel development. This job description outlines the management, business and operations responsibilities of Highspring @ Google Senior Team Lead role.
This is a vendor role with Highspring for a client’s team, a Fortune 100 company. This position is remote until further notice.
Responsibilities
Team Management
- Organization
- Create clear, streamlined structural organization for the team.
- Develop, share out position job descriptions/responsibilities to all agents.
- Review & update quarterly
- Make these universally accessible in shared folders
- Identify need for reorganization, including (but not limited to) formation of committees, Subject Matter Expert (SME) roles, etc.
- All changes should be run by your manager first.
- Agent/Lead Development
- Develop, share out and implement feedback process befitting of team structure and scope of work.
- Hold feedback/performance check-in meetings quarterly with agents and leads, as well as on an annual basis.
- In addition, hold annual performance reviews with agents.
- Identify opportunities for agents’ and leadership growth; help them set goals and work toward achieving them, and/or develop their role/contribute beyond the expected scope of work.
- Examples include side projects agents can undertake to further the work of the team, develop the culture and pursue their interests include newsletters, metrics side projects, supplementary resources, etc.
- Note: Any formal job title changes should be run by the manager first, as they could lead to requests for salary changes, etc.
- Develop, share out and implement feedback process befitting of team structure and scope of work.
- Communication
- Create clear internal communication channels that encourage agents to give feedback, contribute and participate.
- Hold quarterly all-hands with the team. This should entail:
- Global collaboration
- Time for Q&A
- Conduct (at least) quarterly 1:1s with all agents.
- Meet weekly with team lead(s).
- Hold regular (at least quarterly) office hours.
- Identify and implement ways to further transparency and open lines of communication.
- Staffing, Hiring & Training
- Ensure the team is adequately staffed at all times. Create contingency staffing plans (backup coverage, etc.) to enact when needed.
- Work with Highspring recruiters to recruit, screen and onboard candidates.
- This includes holding interviews and extending offers.
- Make all positions open to internal candidates through formal application and interview process.
- Develop, execute, oversee training programs. This includes:
- Client-required orientation, Day 1.
- Role-specific training
- Ensure all on-the-job training necessary is provided if workflows, etc. change from stakeholder(s).
- Human Resources
- Identify, document, mitigate and escalate any HR issues to manager &/or Highspring MS HR rep. These include:
- Performance
- Attitude/Behavior
- Attendance, including tardiness
- Identify bottom performers, coach through proper PIP process as needed.
- Consult manager or HR on PIP process
- Follow HR best practices. These include:
- Documenting issues, conversations, etc.
- Holding conversations with agents to address issues. For such conversations, have either a lead, manager or HR rep attend, as well.
- Complete all required HR training as directed by HR
- Identify, document, mitigate and escalate any HR issues to manager &/or Highspring MS HR rep. These include:
Workflows/Work Management
- Service Level Agreements (SLAs)
- Develop and consistently meet SLAs.
- Proactively address negative trends in KPIs, and mitigate impact to SLAs.
- Processes
- Create SOPs (statement of process) documentation as needed, for all workflows, both instructions and guidelines.
- Review documentation at least quarterly to ensure it is up-to-date.
- Keep all relevant docs, trix, etc. organized in a shared Drive folder(s).
- Ensure documentation (Process and Workflow mapping) is updated, logging any and all process changes ASAP. (This will be a continual practice due to design changes to the product/WF(s)).
- Develop troubleshooting measures; ensure they are universally accessible and understood.
- Create SOPs (statement of process) documentation as needed, for all workflows, both instructions and guidelines.
- Optimization
- Continually optimize work for both client(s) and agents, reviewing processes and tool usage, as well as gathering feedback from agents/team.
- This should manifest in improved MoM or quarter-over-quarter metrics and be demonstrable in reports.
- Work with the manager for continuous, demonstrated team improvement.
- Continually optimize work for both client(s) and agents, reviewing processes and tool usage, as well as gathering feedback from agents/team.
Client Relationships
- Communication
- Meet with Clients/Vendor Manager weekly (or as needed/requested) to gather information around changes in priority of the product/WF(s).
- Also: Field any escalations or concerns from the client side.
- Submit regular reports (weekly, monthly, quarterly) to client on an agreed-upon (with client) cadence.
- Respond to all client communications in a timely, clear and effective manner.
- Ie: With bigger asks that require more time, send a note acknowledging receipt of the request and letting the client know it is being looked into.
- Meet all deadlines as requested by clients.
- Meet with Clients/Vendor Manager weekly (or as needed/requested) to gather information around changes in priority of the product/WF(s).
- Business development
- Endeavor to further Highspring’s work with the client(s), including identifying opportunities to grow the team, take on more work, etc.
- Ensure this is coupled with a review of compliance and utilization, as well. (Does it merit an SoW amendment? Does more HC need to be added based on utilization percentage?)
- Work with manager(s) to develop, submit budget, as well as expansion, proposals and requests.
- Endeavor to further Highspring’s work with the client(s), including identifying opportunities to grow the team, take on more work, etc.
- Value Adds
- Identify, pursue opportunities to provide additional service to clients.
- Work on one project per quarter that provides value to the client/Highspring.
- Also: Create a case study to highlight thought process and impact.
- Work with manager for continuous, demonstrated team improvement.
- Compliance
- Review SoW(s) quarterly to verify scope of work has not changed; flag any issues therein to the manager.
- Respect compliance expectations in developing documentation (SOPs, etc.) and moving to amend workflows.
- Escalate to client(s) as needed for policy approval or otherwise.
- Ensure all agents are acting compliantly in their work and interactions.
Metrics & Reporting
- Development
- Work with manager and business analyst(s) to develop and provide meaningful metrics for the team (QA, Productivity Utilization, Specificity, Sensitivity, TAT, etc.)
- Work with data analysts to develop dashboarding for team metrics.
- Agent Performance
- Monitor agent performance daily via dashboard. (This includes utilization.)
- Reporting
- Reporting structure is followed by WBR and MBR creation and presentation to the client(s).
- Track expansion of responsibilities, process improvements and ad-hoc projects, as well.
Highspring Responsibilities
- Communication
- Meet for weekly syncs and on an as-needed basis with the manager.
- Submit weekly snippet report, forwarding to manager.
- Attend regular leadership meetings.
- Financial
- Approve timesheets. (If applicable.)
- Escalate any financial questions to the manager, as well as Highspring back office (as needed).
- Request approval for any expenses to manager; file report.
- Handling invoice preparation (if needed)
- Obtain proper approval from manager for any business-related travel
- Incubation
- Baseline incubation progress using Highspring tools.
- Recordkeeping
- Submit all role changes.
- Keep detailed records for team/agents, including agents’ starts, time off, etc.
Minimum Qualifications
- 5 years in operational management, technical service delivery, or MSP/agency operations, leading a team of 50 agents
- Professional leadership, management, communication and collaboration skills
- Prior experience of having supporting globally based clients (e.g. US/EMEA/IN/APAC) in a fast changing product environment
- Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
- Experience in vendor management processes including managing multiple vendors in multi-year contracts and execution of outsourcing projects
- Strong communication skills and ability to influence people to contribute to continuous improvement of operations
- Experience in multiple projects/verticals and/or driving horizontal process improvement initiatives, collaborating proactively with other leadership without explicit assignment of AIs by manager
Preferred Qualifications
- Experience in managing product incubation, piloting and operation hub
- Knowledge of product incubation cycle for IT clients
- Experiences in incubation operation support such as creating guidelines/training materials, and also in change management such as guideline revision and training support for other vendor partners
- Professional communication and documentation skills to ensure healthy relationship with clients and other stakeholders
- Ability to identify and enact improvement plans for resource efficiency
- Effectively assign resources based on changes in project pace, or urgent client needs
Schedule Requirements
- Monday - Saturday, Starting no earlier than 10:00 PM, ending no later than 8:30 AM PHST. Expecting schedule flexibility as this is a salaried role.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
Representation Notice
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
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- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
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Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.