Team Manager

The Team Manager is accountable for the coordination and management of a regional or global team with multiple functional areas or roles to ensure the successful implementation of the strategy, structures, processes and metrics of the team in order to deliver outstanding customer satisfaction. The Team Manager is also accountable for enabling operational delivery, quality and efficiency, and continuously developing innovative solutions for team and customer success.

This position functions in a matrix environment with direct reports.

Essential Job Duties:

1)Supervise the day-to-day operations of the assigned customer or multiple functional team members including but not limited to:

• Ensure appropriate resource allocation to successfully implement and execute project plans to achieve agreed upon service levels.
• Manage the workload balance within their team and participate in resource management across all global teams.
• Ensure the seamless integration of team services.
• Ensure the consistent implementation, use, and review of SOPs.
• Coordinate and monitor progress to ensure achievement of team goals.
• Implement, monitor, and report performance metrics and take corrective action when appropriate.
• Effective and timely adherence to management communications, meetings and procedures.
• Participate in department or customer strategy execution and communicate strategy to team and/or customer.

• Ensure the development of a competent workforce to meet growth plans within budget.
• Establish and monitor performance objectives for assigned direct reports and taking corrective action where appropriate.
• Complete thorough, timely and well-documented performance evaluations and, where applicable, interim progress review for the assigned direct reports.
• Accountable for the activities and outcomes of its direct reports, taking corrective actions where appropriate.

• Accountable to monitor and track resolution of all customer complaints, issues and concerns related to the team responsibilities. Manage and ensure the resolution of such instances in collaboration with the Project Management departmental leadership.
• Ensure issues are documented and leveraged to prevent repeat occurrence.
• Leverage expertise by ensuring the breadth of experiences and liaison network are leveraged.
• Ensure all services failures are identified, tracked and resolved in a timely manner. Take preventative action to ensure that the same service failure(s) does not occur again.

• Ensure best practices are applied within the team with regards to budget and risk management.
• Ensure systems (eg, Workfront) are updated to accurately reflect workload, timelines, etc.
• Lead client relationship activities; adapts depending on the client relationship need.
• Ensure management of team and/or customer milestones and proactive communication with customers.
• Proactively consult with customers regarding the impact of their decisions. Seek to understand their true needs and how LabCorp can best deliver to their needs.
• Understand how each customer defines success and tailor processes and interpersonal approach to best meet customer needs, while balancing the advantages of global consistency.
• Leads customer relationship and escalation management.

• Assist the project management leadership in managing and supervising the day-to-day operations of the team.
• Work with the appropriate Business Development Directors to understand the culture and evolving needs of customer(s).
• Works across CLS functions and Business Units to remove barriers and optimize client delivery consistently.

• 2+ year of leadership experience or 4 years of Labcorp client facing experience
• Advanced customer service skills
• Excellent written, verbal, and interpersonal skills
• Strong planning, organizational, and problem-solving ability
• Proven record of driving continuous improvement
• Demonstrated high degree of initiative and ability to work collaboratively
• Demonstrated experience in team building, influencing, and conflict resolution
• Proven track record of successful project completion
• Strong change management skills
• Mandarin and English

• Minimum Required: University Degree