Service Delivery Team Leader
Computer Share
Toronto ON, CA
2d ago


  • Progression Opportunities + Training & Development + EmployeeShare Plan + Company Pension + Flexible Working Hours + Onsite Gym + ExcellentWorking Culture
  • Computershare Communication Services (CCS) provides end to endcommunication solutions and services to Computershare Group Companies andthrough direct relationships to external clients.

    Externally CCS provides transactional communication solutions includingthe provision of advice notes, statements, cheque payments, payment advice, andshare trade confirmations.

    Internally CCS provides a full range of shareholder and employee planholder communications in support of core Computershare Business Units as wellas specialised communications supporting specific business unitrequirements.

    CCS has the capability to provide all communications in eitherelectronic or physical mail pack form.

    As well as managing outgoing communications CCS possess the capabilityto store, archive and retrieve documents and provide accessibility of thesedocuments to consumers, customer service personnel and other trustedintermediaries as permissions allow.

    The business has the capability toprovide inbound document processing utilising Computershare’s existing inboundscanning, classifying and routing systems to capture information and process itin line with client business rules.

    Globally CCS has operations in five countries (Australia, Canada,Germany, UK and USA) across 11 operational locations.

    Therole holder will ensure that qualified resource is available to work with theclient to understand their requirements and create clear / concise briefs forappropriate delivery departments.

    The resource will then communicate betweenthe departments and with the client to ensure required inputs and outputs areaccurate and on time.

    The role holder is the first point of escalation / support for the resource and for the client.

    Therole holder will ensure that qualified resource for ongoing jobs managed as orlike contracts’ the role holder will complete required checks (resources / inputs / outputs / timelines).

    The resource will then work with internaldepartments and the client to resolve issues and report progress. The roleholder is the first point of escalation / support for the resource and for theclient

    BAUAccount Governance

    Whereengaged with strategic accounts (commercial clients and selected internalclients) The role holder will ensure directly and via team resource thecompletion of agreed governance with the client including, for example,preparing reports on delivery performance and presenting these at quarterlymeetings


    Whereengaged with Commercial accounts the role holder will monitor cash collectionperformance reports from our finance team and take actions, in collaborationwith their team, to address debt that is aging beyond accepted thresholds


    Forsignificant new client requirements and for significant change managementactivity the role holder will manage activity within an established projectmanagement framework both directly and via delegation to team members


    Therole holder will collect information from invoices raised and plot this againstbudgets / forecasts for each client that their team manages.

    Therole holder will summarise performance in an agreed format as in input to amonthly management meeting

    DepartmentalImprovement Projects

    Therole holder, independently, working with their line manager and working withother team leaders will identify improvement projects to support the teamfunction be that to reduce risk, reduce quality, support new products.

    Theywill be responsible for organising and resourcing those projects either fromexisting resource or by the successful creation of a business case to addadditional resource.

    Supportof Colleague Work Outputs

    Therole holder will ensure quality standards and consistency of delivery withinthe team by ensuring that the team are :

    AccountPlanning for Tier 2 Clients

    and effective plan is in place for the longterm, contracted relationship management of all clients that are not under the managementof a Key Account Director (Tier 2 clients)

    Supportof People Management Functions

    Therole holder will manage people / teams against agreed HR processes including,regular 1 : 1s, Performance Reviews, recruitment, personal development, performanceimprovement etc.

    BAURelationship Management

    Therole holder and their team, working directly and with the Key Account Director(for Tier 1 Accounts) will identify and manager change requirements, initiatechange projects and manage client queries / information requests.

    a clientfacing role strong interpersonal skills and a strong desire to understandclient business environment and motivation

    Astrong awareness of the need for quality

    We offer all employees 25 days holiday, an excellent pension scheme and theopportunity to own a slice of Computershare through our employee share plan.

    You can also choose to take advantage of a range of flexible benefits,including subsidised gym membership of our on-site gym.

    We have a modern newlyrefurbished working environment and offer great opportunities for careerdevelopment.

    At Computershare weare passionate about developing excellent software, but what we really prideourselves on is the development of our most important assets ..ouremployees!

    We arean organisation specialising in the design and development of high endfinancial software solutions for large blue chip organisations and theirshareholders.

    From our diverseworkforce to our flexible working policies, we embrace a culture of learningand sharing to develop our next stage growth.

    With over 15,000employees worldwide we are undisputed innovators in our field

    We also offer 25 daysholiday, excellent pension scheme, shareholder incentive plan and a flexible employee benefits scheme which also includes theoption to buy additional annual leave.

    ComputershareInvestor Services PLC is registered in England & Wales, Company No.3498808, Registered Office : The Pavilions, Bridgwater Road, Bristol BS13 8AE

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