Team Manager - Japan
Ten Group, Japan

Purpose of the role

• To take overall responsibility for a number Lifestyle Managers who are specialists at delivering solutions to members requests
• To maintain the member at the centre of everything we do and achieve
• To meet or beat targeted performance levels
• To ensure the team are delivering superb customer service and quality work

Who are we?

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

Will you help take us there?

Requirements

Key Responsibilities

Service Delivery

• To manage resource plans and rotas for your team to be agreed well in advance and are implemented and maintained accurately in order for the team to handle member requests effectively and avoid any gaps in coverage.
• To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Especially for coverage on weekends, evenings and bank holidays is to be maintaining to ensure 100% service delivery at all times.
• To ensure you use your judgement and personal skills to recognise the needs to provide or request short term support to and from other teams when unexpected resource or demand issues arise and implement, to maintain achievement of targets.
• Work with your team to meet service level agreements to ensure we deliver and aim to exceed to clients and members expectations.
• To work closely with IT and Finance to ensure that Lifestyle Managers receive prompt and effective support at all times for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved to ensure Lifestyle Managers can work speedily and efficiently
• To set measures and targets for the team that contribute to the overall business need and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to.
• To identify, deliver and implementing changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency or sustainability
• To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised.
• To identify gaps or shortcomings in our direct supplier base and work with the Supplier Relations Managers and commercial teams to overcome these gaps and ensure the member receives a wider breadth of service. To ensure that your individual team members are thoroughly aware of the specialists within the business to ensure that our members receive the best service from the most knowledgeable person in the requested area.

Development and Performance Management

• To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and deliver superb member satisfaction at all times meeting the member satisfaction and quality assessment targets.
• To regularly review request management by Lifestyle Managers, listening to calls and reading communication, to assess Member Satisfaction within your team. Work closely with the Member Satisfaction Team to benchmark results and service levels and use the QA and NPS results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.
• To conduct monthly 121s and performance reviews every 4 month for the team, identifying improvement areas and offering coaching, mentoring in order to maximise performance.
• To set SMART objectives with each individual, and follows through on all points agreed in order to support personal development of Lifestyle manager.
• To support and coach Lifestyle Managers to manage their workload and homepage from day to day in the most effective way in order to deliver targeted response times and meet member expectations and to minimise their own stress and potential for making mistakes.
• To support Lifesty

Job Rewards and Benefits