CS MPO Group Manager

The Customer Service Group Manager (CSGM) is a Senior Customer Service Manager responsible for a portfolio of clients. The CS GM is responsible for all aspects of the customer service delivery of the clients within their delivery group. The CS GM is accountable for Domain Specific Knowledge, Talent Growth and Distribution, Engagement, Operations Consulting, Overall Quality of Service, Adherence to Contractual Measures and Deploying Global Practice and CSG Initiatives

The CSGM manages the Customer Service Team Managers (CSTM) and Customer Service Client Managers (CSCM).

Key Responsibilities/Activities
 Performance and Talent Management of associates in DG. This includes direct management of CSCMs and CSTMs
 Drives engagement, talent development, succession planning and retention.
 Client contact or AE/SDM resource for planning client conversations on broader CS systemic issues
 Ensures contractual standards are met or exceeded/ Manages Fees at Risk Payments
 Budget, headcount and cost management for CS Group
 Owns and develops overall CS Knowledge, pricing, best practices, CS Delivery model
 Works with the RFL to determine resource requirements for extend and expand, out of scope projects and communicating out of scope fees and ensures tracking against (client team leadership or RFL to determine)
 Drives CS wide initiatives into the business
 Overall integration of Customer Service between all areas (Domains, Quality, Team Leads, CSCMs, ODG/IDGs, CS Operations)

Result Measures
 Budget, headcount, cost targets met or exceeded
 Customer Satisfaction results increase
 Service Center contractual /SLAs are met
 Interaction Reliability (if in contract)
 Associate engagement and retention increases
 Talent Development Planning- Implemented successfully per RM
REQUIREMENTS
Education & Certifications
 Bachelors degree or work experience required

Work Experience
 Call center operations management experience
 People Management experience (minimum two years of people management)

Knowledge, Skills. Attributes
 Multiple domain (DC,DB, HM, HR, Payroll, etc) business knowledge based on current and projected clients in CS group
 CS best practices (in depth) and domain related best practices (high level)
 Understanding of client requirements
 General system environment and process flow
 CS Delivery model in depth
 Regulatory and legislative knowledge in multiple domain areas
 Understanding of Plan Management/Operations functions
 Knowledge of Hewitt Policies, Manager Tools and Resources (i.e., Transaction Center, Associate Resource, etc.)

OtherTravel Expectations/Other Unique Role Characteristics
 Some travel may be required (10-20%)

Competencies
Coaching and Feedback
Organizational Perspective
Problem Solving and Decision Making
Financial Management



Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.