Team Lead

1 miesiąc temu

Warsaw, Polska Inter-Recruitment.pl Pełny etat

Who We Are:

Our Customer is a global consulting company with the motivation to deliver positive change through digital finance. Our team consists of finance specialists that bring experience and technical capabilities across the spectrum of finance, including financial close, digital reporting, risk advisory, treasury and more.

Company stands by its culture, shaped by our five Core Values: GRIT, Growth Mindset, Joy, Accountability, and Teamwork. 

 

 


What You’ll Do:

Team Management:

New, high-growth team in Poland.

 

  • Lead, mentor, and manage a team of application analysts responsible for supporting BlackLine, Workiva, and Kyriba.
  • Conduct regular performance evaluations, set objectives, and provide feedback, with a focus on leadership growth and team ownership of complex issues.
  • Oversee the hiring process for new team members, including interviews and onboarding.
  • Foster a collaborative and high-performance team environment.

Proactive Ticketing and SLA Management:

  • Oversee the ticketing process, ensuring timely and accurate responses to customer inquiries, with a focus on proactive monitoring using automated tools.
  • Implement daily or weekly reviews to anticipate potential bottlenecks and ensure all tickets are resolved within established SLAs.
  • Escalate issues as necessary and ensure effective communication with stakeholders regarding ticket status and resolution.

 

Process Improvement:

  • Continuously evaluate and improve support processes, implementing best practices for ticket management and operational efficiency.
  • Drive initiatives that enhance response times, increase team productivity, and improve customer satisfaction.
  • Leverage customer feedback and data-driven insights to inform process improvements and team training.

Customer Communication:

  • Maintain clear and professional communication with customers, ensuring they are informed of ticket statuses and resolutions.
  • Act as a key escalation point for complex or high-priority issues, providing timely and effective solutions [involve Application SME, Vendor as required].
  • Establish a customer success framework by incorporating post-resolution surveys and regular touchpoints with key clients, feeding insights into system and process improvements.

Reporting and Metrics:

  • Generate regular reports on ticketing performance, including SLA compliance, resolution times, and customer satisfaction.
  • Use data-driven insights to guide team performance improvements and make informed decisions on process enhancements.

Cross-Functional Collaboration & Initiatives

  • Work closely with other departments, such as Finance, IT, and Customer Support, to ensure seamless operations.

Collaborate with vendors and external partners as needed to resolve issues or implement new features


What You’ll Bring:

  • Bachelor’s degree in Information Technology, Business, Finance, or a related field.
  • Proven track record of managing an application support team and meeting SLAs.
  • 3-5  years of experience in application support or management, preferably with specific experience in BlackLine, Coupa​, Workiva, or Kyriba  or SAP or Oracle or SIMILAR
  • Fluent in English 
  • ServiceNow, Jira or similar
  • Strong leadership and team management skills.
  • Excellent communication skills, both written and verbal.
  • A keen eye for detail and a commitment to process improvement.
  • Ability to work under pressure and manage multiple priorities.
  • Willingness and ability to travel.

What We Offer:

  • A chance to be part of a new, high-growth team in Poland, with the opportunity to influence and shape the future of our operations.
  • Competitive salary 
  • Remote job
  • Opportunities for career growth and professional development within a fast-growing, innovative company.
  • Access to ongoing training and certification programs to enhance your skills.
  • Employee well-being programs focused on mental, physical, and financial health.
  • A dynamic and inclusive workplace culture, where diversity and collaboration are valued.
  • Team-building activities, company events, and opportunities to connect with colleagues globally.

Klikając w przycisk „Wyślij” zgadzasz się na przetwarzanie przez Inter-Recruitment.pl danych osobowych zawartych w zgłoszeniu rekrutacyjnym w celu prowadzenia rekrutacji na stanowisko wskazane w ogłoszeniu. W każdym czasie możesz cofnąć zgodę, kontaktując się z nami pod adresem rekrutacja@inter-recruitment.pl
Będziemy przetwarzali różne informacje o Tobie w następujących celach i w oparciu o następujące podstawy prawne: prowadzenia rekrutacji na stanowisko wskazane w ogłoszeniu o pracę.

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