* Ensure delivery of services in accordance with agreed performance levels (KPI) and in line with legal/regulations (compliance)* Lead, coordinate and allocate incidents and requests that require urgent attention.* Review, monitor and implement processes and procedures to achieve optimal team workflow to ensure timely delivery of services.* Identify trends in incidents and services requests raised for continuous improvement consideration.* Act as an escalation point and provide coordination and support for the service desk team for high severity incidents.* Ensure documentation of incident resolution for submission into the knowledge base.* Guide,
train and coach team members with daily activities and projects to ensure high quality services delivery.* Collaborate effectively with other teams to ensure an integrated approach to HR service delivery.* Communicate effectively with internal and external stakeholders (customers, vendors, etc)Key Performance Indicator Management* Manage key performance indicators, proposes and follow-up on relevant action plans* Propose and follow-up on improvement/efficiency projectsCustomer Satisfaction* Exhibit customer-service mentality and take personal responsibility for resolving customer service problems in a timely manner.* Ensure all communications- via phone and email- are answered within 24 hours and provide customers with ongoing feedback until issue is resolved and corrective action has occurredTeam Management* Develop and implement strategies to attract and maintain a highly skilled and engaged workforce* Recruit and develop staff* Create a multicultural work environment that facilitates teamwork and open communication* Set performance objectives of direct reports* Assist employees in objective setting, performance appraisal and personal development plans* Motivate staff through specific initiatives (e.g. agreed project work, process improvement initiatives, support to social activities)* Promote and teach safety Safety and Integrity* Commit to the enhancement of one's professional abilities through the resources available* Participate in the implementation and development of quality programs.* Comply, without exception, with all Air Liquide Human Resource Policy and Procedures.* Comply, without exception, with all safety regulations and guidelines while on Company or customer property; perform work with the utmost regard for the safety and health of all involved.Page Group Argentina is acting as an Employment Agency in relation to this vacancy.
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