Call Services Manager recruitment
Overview
CREAS London’s purpose is to provide a business-enabling and efficient working environment for the offices in the UK, covering Wealth Management, Investment Banking, Global Asset Management and Corporate Centre.
Our UK property portfolio consists of 6 client facing buildings and 5 support offices within central London and 4 small regional offices.
UBS has a corporate responsibility agenda, in terms of ecology, diversity and talent retention.
CREAS main function streams incorporate Real Estate Workspace management, ME Infrastructure Design Projects and Operations – Facilities Maintenance / Corporate Services / Security, supported by Business Management.
Job Description:
The Call Services Manager will report into the client services function within CREAS operations. Some examples of other services included in this function are Audio Visual, Reception, Client Dining, Cleaning, Vending and Staff Catering.
Reporting to the Client Services Manager, the Call Services Manager is responsible for the overall management of the Helpdesk, Switchboard, Central Reservations and Video Conference reservation teams.
Day-to-day responsibilities involve working closely with the Outsourced Vendor to ensure the smooth running of Call Services. The team consist of circa. 30 outsourced staff covering a 24/5 operation.
The individual will have a proven service-orientated background within the Call Services field. With proven management experience, the role requires strong leadership skills and experience in project implementation.
The individual must have the confidence and credibility to effectively manage client expectations and provide an efficient and seamless service to internal as well as external clients.
The individual must possess the drive and self-motivation to work independently, along with excellent communication skills necessary to operate effectively within the broader department and business as a whole.
Requirements
Operational service management:
• Objective setting and service modelling, performance management/measurement through SLA’s and comparison with external “best in class” service, anticipating high risk situations and minimizing the impact to the business.
To oversee the day-to-day running of all aspects of Call Services :
• Central Reservations - Management of the banks meeting rooms, including requests for catering, audio visual, and reception. Liaising with all departments to ensure all requirements are clear and precise.
• Help Desk - Establish relationships with all key suppliers and personnel – regular and ad-hoc reporting on all tasks logged.
• Video Conference Reservations – Management of the banks global video conferencing requests
• Switchboard – Coaching and Quality mentoring in line with Genesis quality monitoring.
Vendor management - specialist service knowledge and industry specific market awareness, competitive tender and contract negotiation.
Financial management:
• Procurement, basic accountancy skills, budgeting and forecasts aligned to run rate and invoice payments, cost performance tracking.
Performance management:
• Through service level agreements, key performance indicators and monitoring and benchmarking against key competitors for a high quality and cost effective service. To create a commercial model that stretches the industry norm. The role will ensure the delivery of client focused services, innovation at both a strategic and day-to-day level with specific responsibility for vendor management and service excellence.
People management:
• Knowledge of employment law (TUPE), experience of recruitment and training, building and leading teams.
Relationship management:
• Creating strong relationships with internal and external clients, networking, presentation skills and strong analytical and report writing skills.
Preferred Qualifications:
• Similar job experience at a management level
• Qualified to ‘A’ level or Equivalent
• Vocational training in leadership management
What we offer
UBS can offer you an environment geared towards performance, attractive career opportunities, and an open corporate culture that values and rewards the contribution of every individual.
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.