Team Leader

Overview of role

As the WPS growth trajectory continues to place demands on our global business operations, we look to extend our agile workforce and build and deploy a new service delivery team based in Asia that is service-line and jurisdiction agnostic; that is, a team that can help us fulfil additional capacity demands for any office in the world, supporting different priorities throughout the year, mitigating time of high pressure within existing teams and overcome existing growth limitations.  To oversee this delivery team, WPS are seeking to hire a team leader who will help efficiently and effectively manage the day-to-day operations of this team, provide in-situ leadership to the resources based in the Global Support Team, and constantly look for ways and means to improve our delivery capabilities.

REQUIREMENTS

Based in the Hong Kong Support Hub office, the Team Lead (Operations) will be responsible for establishing and directing the day-to-day operations of the Global Support Team and providing management support to a highly effective administration team.  This individual must have an ongoing focus on providing improved capabilities that contribute to better business operations and outcomes for WPS offices globally.  A critical requirement of the role will be to develop, implement, and ensure adoption of processes and tools that drive scalability, efficiency and best practice.

The role will report to the Global Workforce Manager in London.

Duties, Responsibilities & Person Specification

• General team management: provide the overall management support for the Support Operations Administrators (e.g. regular check-ins, address issues, pastoral care etc.)
• Training: ensure the Global Support Team team have the appropriate training curriculum in place and attend training to support on-boarding and any rotations between services / jurisdictions
• Stakeholder management: engage the WPS Senior Management Team and their delegates to manage demand forecasts, track their feedback and assess quality
• Take an active role as a business leader within the team and support the overall objectives of the business.
• Responsible for meeting and exceeding Service Level Agreements and client expectations.
• Management and operational reporting: develop and manage operational trackers and reports, track supply/demand, provide management reports on KPIs etc. Using WPS metrics, to track and report key performance measures. Communicate metrics to relevant stakeholders to highlight issues, identify root causes, and solve in conjunction with other functional process owners
• Identify, develop, and implement best practice procedures
• Ensure The Global Support Team has clear processes, procedures, responsibilities, inputs, outputs, adopts best practices and continuous improvement programs.
• People management: career development, performance management, general people administration such as holiday planning.

• Manage day-to-day activities of staff, including hiring, training, and distribution of workload.
• Work closely with other offices to ensure compliance with processes that will facilitate timely processing of operations.
• Submit periodic reporting to ensure effective compliance with governance process. Monitor progress, risks, issues, barriers and ensure mitigation strategies are in place
• Other ad hoc projects and/or possible billable work as maybe required within WPS from time to time.

Education, Skills & Experience

SUPERVISORY RESPONSIBILITIES

This position will initially supervise a team of administrative support staff, though the hub teams' skills on offer are expected to grow with demand, based in Hong Kong, and performing fulfilment functions for other WPS offices globally.

Candidate will have a proven ability to manage 10-20 resources delivering services for multiple teams.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPUTER KNOWLEDGE

• Windows/Microsoft Word/Microsoft Excel/ Microsoft Outlook/Microsoft PowerPoint

• Experience of ViewPoint

EDUCATION AND/OR EXPERIENCE

• The individual must hold an undergraduate degree

• A minimum of 6 years' experience working in a professional services operations or team/workforce management role

• Experience with registered office services, corporate administration and governance, regulatory compliance support and fiduciary services is beneficial to the role, but not essential

Personal Qualities / Skills

•           Individual must be highly organised and detail oriented, with strong administrative skills and the ability to multi-task

•           A focus on delivery and results is essential for success

•           Excellent people management skills

•           A clear desire to drive change that consistently improves performance, services and outcomes

•           General knowledge of the industry and market trends

•           Ability to meet strict deadlines and operate on their own initiative

•           Analytical approach; comfortable with processes; and able to work at a fast-pace either independently or with the broader team,

•           Highly trust worthy with the ability to operate with strictest of confidentiality

•           Excellent interpersonal skills

•           Excellent written and verbal communications skills in Chinese & English

SPECIAL REQUIREMENTS

•           Ability and willingness to occasionally work outside normal working hours/days when requested.