• Ensures team’s SLA, KPI and Service Quality commitments to affiliates are met
• Accountable for creating an environment oriented to trust, open communication and responsibility
• Responsible for communicating and clarifying to the team the affiliates needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance; collaborate with peers to align on company strategy and targets.
• Set clear team goals, delegate tasks and set deadlines;
• Ensures balanced workforce planning and workload allocation;
• Oversee day-to-day operation, monitor team performance and report on metrics - SLAs agreed with the internal customer and achievement of corresponding KPIs for self and managed team;
• Oversee projects/transitions, ensuring smooth implementation and integration within processes;
• Intervene when necessary to aid the group in resolving issues;
• Ensuring and controlling quality of service delivery to the clients by mentoring, coaching, guiding and developing team members (12-15 people)

Here you can find (benefits)

• 21 days holiday + additional days based on our internal procedure;
• Flexible working hours policy;
• Medical subscription;
• Life insurance;
• Meal tickets;
• Online library (Bookster);
• Wellbeing monthly programs/events;