Job Title : Team Manager - SME LE Service Center Admin
Location : Belgium+1 location
Company : Telenet
Salary :
Open Date : 2023-02-27
Close Date : 2023-06-27

Telenet Business? SME LE? The name actually says it all: we make a difference for companies, organizations and governments. How? By making the digital world accessible to them. We enable them to keep up with digitalization and stay one step ahead of their competition. We offer professional - from Internet via digital TV to mobile & fixed telephony - and digital solutions with impact. Yes, we also know our way around IT: hosting, camera surveillance, building access control, ...
Are you a real people leader and do you put the customer first? Then you are the one we are looking for!

Within SME LE Service Center Admin we are looking for a Team Manager, who is passionate about the vision "Determined to Delight the Customer" and who strives together with the assigned teams to provide the best possible customer service and results.

Responsibilities:

• Ultimately responsible for the results and optimal operation of the SME/LE Service Center Admin department, ensuring optimal utilization of resources.
• Translate the overall Telenet Business strategy into a clear plan for your teams.
• Support managers in both process and administrative issues, by organizing regular one-to-one meetings and leading meetings.
• Responsible for the training plan of new and existing employees.
• Identify, assign and/or financially secure team priorities and/or projects.
• Define group and individual goals, take responsibility of SLAs and KPIs of Admin teams and adjust as needed. Service Levels, lead times as well as WIP are very important.
• Establish and lead various departmental projects; question "as is", formulate "to be" proposals and help install by adjusting procedures, processes and systems to improve and increase service quality and efficiency.
• Establish operational arrangements with support departments. This includes a focus on working particularly closely with all SME/LE channels.
• Responsible for departmental reporting. Hereby you analyze and interpret the trend and take necessary actions for adjustment. You report proactively and present structural issues as well as their impact (both team and customer impact) on a weekly basis.
• Manage, understand, control and question costs as a function of improved productivity and profitability by turning areas of concern into action plans. Make necessary decisions and or trade-offs in consultation with stakeholders. Encourage smart and efficient use of resources and ensure that the right people are deployed.
  

Internal and external contacts - hierarchical position:

• Has close contact within SME LE with the other SME LE Service Center departments, Operational Business Support, Billing & Collections, Delivery, Sales as well as with customers and partners.
• Directly manages about 5 Team Leads and indirectly about 65 employees.
• Reports to the Team Manager SME LE Service Center.
  

Profile:

• University degree or equivalent through experience.
• At least 5 years of experience in a leadership role. If you have already managed managers, this is definitely an asset.
• Stress resistant; able to set (changing) priorities and to act accordingly (or have them acted upon).
• Empathic and driven people manager; you have a real "can do" mentality and are able to unite a team and get behind a common goal. You have the right level of sensitivity in working with people facing change and guide them in understanding and implementing the vision you communicate.
• You are driven by managing and improving processes.
• Strong in coaching people leaders and attentive to employee development and well-being.
• Extremely customer and solution oriented.
• Fluent personality & good communicator.
• Good knowledge of telecom and ICT in the professional market.

- Team player and -changer.

• Analytical and positive driven personality.
• Good written and spoken knowledge of Dutch, French and English.

What we have to offer:

• You will work for a company that invests in you and adapts your work environment to your needs. This allows you to develop while taking care of your work-life balance. What else will we throw into the fray?

• You are given every opportunity to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning possibilities, but we also give you the chance to press the pause button after a while or to go in a completely different direction.

• A varied job in which you produce tangible results and make your mark.

• A competitive gross monthly salary that we complement with a host of fringe benefits.

• The fine company of colleagues who are just as passionate as you are.
  

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