CEC Manager

Reporting directy to the UK Engineering Operations Manager, the role is to lead the operational delivery of the customer experience centre in Birchwood, Warrington for the HSBC JLL Account across circa 350 sites. Drive the CEC function to effectively deliver the scheduling, support effective team communication across the wider engineering team and operations team, with a key focus to ensure that any client escalations are met and resolved in a timely manner, in accordance with best practice and JLL standards. What your day-to-day will look like: Management of work order prioritisation, escalations and management of the the fedback loop for mobile engineering and client facing queries. Ensure that all Priority (P1 & P2) WO vendor and MES (Mobile Engineering Services) WOs are managed within contract and to escalate any concerns to the SLT. Oversee and lead on any challenges in meeting key SLAs. Effective delegation of key tasks to support achivementof the agreed SLA & KPI. Manage the CEC flow element of the quoting process. Management of key communications/process changes within the team Support communications and escalation from and to WE&O Managers and HSBC Branches as required. To drive the maintenance of good communication and cohesion within the team. Ensure processes and guidance documentation is kept current and up to date.

• Highly organised with excellent communication skills and the ability to deal with all levels of stake holder.
• Ability to lead, support, motivate and direct a small team.
• Enthusiastic and proactive in achieving the highest standard of operation.
• Have good IT and report writing skills.
Proficient in the use of Microsoft Office packages (Outlook, Word, Excel, PowerPoint, Visio etc) An autonomous self-starter, self-motivated and well disciplined. Adaptable and flexible approach to work requirements, willing to accept change.
• Excellent interpersonal skills to manage diverse range of team members, service providers, client representatives and stakeholders.
Able to make effective decisions quickly.
• Demonstrable ability to manage multiple deliverables daily.
• Demonstrated ability to prioritise work within tight deadlines.
• Ability to remain calm and control own emotions to find appropriate resolution when handling conflict.
  
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