Team Leader, Client Services
vor 3 Monaten
**Team Leader, Client Services**
**Frankfurt/ Remote Germany**
**About us**
Toluna is transforming the market research industry by enabling clients to gather high quality and fast consumer insights themselves through a market leading tech stack. It is a sector leading technology company that provides agile market research solutions for the world's leading companies and brands.
Our software platform is underpinned by award winning market research expertise and the world's largest online voting consumer panel of over 36 million people. Over 25% of our employees are in R&D powering our mission to remain industry-leading innovators and enable our clients to future proof their product/service-based decision making with real-time consumer insights.
We are that rare combination of entrepreneur minded and well-established business. 20+ years on we are still innovating and bringing something different to the market. Do you want to be part of something special? Our employees are our greatest asset - so join us and see how you can immediately make a difference.
We are hiring: watch?v=FEjY69ZvZlA&ab_channel=TolunaCorporate
Toluna is the parent company of Harris Interactive Europe and KuRunData.
**Overview of the role**
- The role of the Team Leader is to manage a team of Senior Project Managers, Project Managers and Junior Project Managers.
- The TL is responsible for and oversees the entire project cycle from biding to delivery as well as the liaison between all individuals involved in the process.
- The TL manages the daily allocation of team resources, pre-empts potential issues and supports the team in planning accordingly.
- The TL steps in to trouble-shoot complex project/ bids issues as and when required, oversees progress on projects and bids as well as providing day-to-day training and support to team members.
- The TL is also the first point of escalation for internal and external stake-holders. On-the-job training and mentoring team members is a key responsibility of a TL.
**Responsibilities**
- Management and development of team:
Leads and develops the team whilst fostering and promoting a dynamic team spirit in own group and across departments:
- Escalation point for team members;
- Manages and trains on-the-job all team members as required depending on experience and proficiency level;
- Defines goals and objectives for each team member in line with business vision and development needs;
- Defines personal development plans for each individual;
- Monitors business KPIs to keep in line with targets;
- Manages the performance of the team against gross invoiced revenue, net margin and CSAT targets, on a monthly and quarterly basis;
- Monitors and manage day to day invoicing and systems house-keeping to ensure accurate reporting;
- Ensures handovers between own team members are in place and kept up to date;
- Monitors and applies the Holiday policy with the team;
- Daily monitoring to ensure all processes are adhered to at all times;
- Where necessary administers performance management tools in strict liaison with own manager;
- Allocates, plans and monitors projects;
- Liaises with peers and colleagues at all levels across departments as necessary;
- Works with own line manager and with HR on recruitment and training of team members;
- Conducts performance evaluations of team members;
- Supports and motivates own team;
- Identifies training needs and ensures training attendance and follow up;
- Monitors progress towards each MBOs set for each team member;
- Leads by example - Adopts a positive attitude and fosters constructive relationships with peers across departments to ensure all projects and bids are delivered to quality, schedule and budget plans;
- Escalates issues to own line manager at the earliest opportunity and/or at the earliest sign of client distress.
- Responsible for the delivery of own projects:
- Owns/manages projects according to Senior PM proficiency levels delivering to quality, timings and financial targets when needed
- Day to day Responsibilities:
- Monitors progress on all projects;
- Monitors that team adheres to all processes and procedures at all times;
- Run projects as and when required;
- Assesses training needs and sets SMART objectives;
- Participates in KO calls for key projects to support the team in understanding project scope and specs to ensure the project runs smoothly;
- Meets key existing clients, as well as potential new clients as and when required (this can be face to face or over the telephone depending on TL Location/base;
- Advises and supports Sales Teams as well as Clients on timings and project feasibility;
- Immediately flags any potential issues / concerns to own line manager;
- Provides hands-on support to team members needing help;
- Liaises daily with TLs across all functions to guarantee and maintain service levels as specified in MBO targets.
**Required skillset**:
- Fully proficient project manager at SPM level (able to manage any comple
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