Workflow Manager
Ten Group
Cape Town, Western Cape, South Africa
30d ago

Description

In this role you will help to drive business operations forward by effectively managing the Lifestyle Managers’ workload.

By ensuring member requests are allocated to the appropriate Lifestyle Manager, you will aid in making full use of team expertise in the most efficient manner possible.

In working closely with Lifestyle and Team Managers, you will aim to continuously monitor job handling to ensure member’s requests are being handled in a timely manner.

Through gathering of information and feedback, you will help to improve and develop the allocation process, ultimately improving overall team performance.

A Workflow Manager must have extensive knowledge of the various team’s abilities and understand who is best equipped to manage a request with the intention to deliver a seamless member experience and the ultimate member satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Allocation

  • Workflow Managers are responsible for ensuring that all requests have clear ownership, both for research / booking, and for communicating to the member.
  • They should ensure that all requests quickly get to the home page of the best person to be managing the next step, so that a prompt response can be provided to the member

  • Be responsible for efficiently managing the workload within the teams, ensuring all requests are allocated within good time in order to allow Lifestyle Managers sufficient time to deliver a high quality response.
  • Assist with tracking each Lifestyle Manager’s current workload as to have a thorough understanding of capacity for additional requests.
  • Ensure you are up to speed and knowledgeable in regards to each individual Lifestyle Manager’s expertise, likes / dislikes, and skillsets.
  • Be aware of trends (In volume, request types, etc.) and bring this information to the attention of the Team Manager. Work together with them to find ways to improve response times and quality of responses to our members.
  • In conjunction with the Team Manager, monitor the team’s daily phone availability and agree necessary actions to improve where necessary.
  • To ensure all Lifestyle Managers pages are clear when they are off sick by either extending / updating and reallocating requests as necessary.
  • Identify the need for support and effectively communicate specifics and / or next steps to other Workflow Managers and / or Team Managers and contribute daily to the efficient running of our business through the Daily Workflow Manager Pulse meetings.
  • Continuously support the team and be aware when it’s appropriate to directly manage requests and support the team by taking on urgent requests, managing complaints or assist with individuals homepages.
  • Organize and communicate daily lunch and meeting schedules, which are considerate of team and / or program coverage.
  • Must communicate coverage for lunch breaks, evenings or days off and ensure a handover is communicated with the team and Team Manager.
  • Review job sheets prior to allocation, adding value where available and / or appropriate to ensure the Lifestyle Managers can process the requests with accuracy and efficiency taking into account any specifics such as Alerts on job sheets where necessary.
  • Ensure that any customer complaints appearing on the homepage are immediately flagged to the appropriate team member.
  • Highlight any training needs, challenging behavior, or outstanding work noticed during the allocation process. Communicate this information to the appropriate Team Manager.
  • Communicate appropriately to Team Managers should the number of requests exceed available resources.
  • Provide homepage management reviews; assist Lifestyle Managers in managing deadlines; and awareness of overall team efficiency.
  • Assist with Callmedia calls and emails, creating and handling requests.
  • Monitor and maintain rota and action any rota changes to ensure rota rules are maintained.
  • Work in tandem with the EMEA Lead Planner to ensure regular rota reviews. Where staffing gaps are identified work in conjunction with the Team Manager to ensure the necessary business continuity action plans are implemented to mitigate against identified risks.
  • Must communicate coverage for lunch breaks, evenings or days off and ensure a handover is communicated with the team and Team Manager.
  • Should be able to motivate their team and is responsible for maintaining high team morale by being approachable and supportive.
  • Knowledge and Skills :

  • Extensive knowledge of corporate programs in order to assist and aid by answering any questions a Lifestyle Manager may have in line with company best practices.
  • Knowledge of team / region / program specifics. This includes appropriate deadlines, required job sheet documentation, and member contact guidelines.
  • Understanding of TEN’s SLAs, required response times, standard deadlines, and proper request milestones in order to assist Lifestyle Managers to appropriately document job sheets and respond to member requests.
  • Willingness to help Lifestyle Managers with individual requests, in addition to their overall workload.
  • Upbeat and engaging
  • Calm under pressure
  • Able to build effective relationships across teams and specialisms
  • The Package

    We’ve assembled a three-part package to attract the very best talent :

  • A competitive salary.
  • A competitive benefits package including extra holidays (+5 after Y1, +3 in Y3, month-long paid sabbaticals after Y5 etc), employer-
  • contributed pension, discounted gym membership, etc

  • An outstanding perks program too : we work with the very best brands in the world and our employee perks are taken directly from the types of things we do for clients including exclusive discounts, treats, access to gigs, invites to dinners, social events, industry employee rates at hotels / for flights, freebies, money-
  • can’t-buy experiences, etc

    The Company

    Ten Group are the global leader in quality lifestyle and travel concierge services. Growing at over 35% pa, the business has recently completed a successful AIM IPO, raising over £25 million to invest into the company, with a market capitalisation of £120 million.

    The business presently generates net revenues of over £35 million, with ambitious growth targets for the coming financial years.

    Tens of millions of wealthy people can now use Ten Group’s services via corporate schemes and a much smaller private membership network.

    Providing services from a 20-strong global office network, Ten have the model, team, platform, investment and ambitions to become the world’s largest and most trusted service.

    There is little doubt that they will become one of the iconic businesses of the next decade.

    To learn more about Ten Group’s culture and mission, a short video summary can be viewed . For a detailed, investor-focused description (including explanations of Ten’s unique digital product and customer analytics offering) please click .

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