Service Bureau Team Lead

Company Description

Informa Connect provides businesses and professionals with connections and commercial edge, delivered through content-led live events and on-demand experiences and specialist digital content.

We have major brands in Finance, Biotech & Pharma and other specialist markets including Food & Hospitality, Marketing and Pop Culture.

Job Description

The Team Lead is tasked with providing high quality service to the client and in doing so maximizing the value of our product and services within their organization. The Team Lead reports to the Manager of the Service Bureau and is a senior team member responsible for data collection and reconciliation and the timely delivery of periodic performance reports to clients. The Team Lead acts as the external point-of-contact for decision-makers and end users in addressing client-specific requests and issues.  The manage a group of Analysts from level 1 to level 3 and support those analysts with all aspects of achieving their goals.  They organize, manage, and execute cross-department client-related projects of critical importance to the long-term relationship with the client.

RESPONSIBILITIES

As Team Lead, you will be accountable for the client renewal of the account. You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of our product, identify new opportunities, and collaborate with sales and AM teams to ensure growth attainment and increased footprint.

• Team Management – Manage a team of analyst from training, to run rate of client deliverables, to mentoring, coaching, and addressing any concerns of the analyst
• Team Training – Assist in training all new hires, and updating the training manual documentations, and always consider evolution of ramping employees
• Escalation Point – Serve as a point of escalation regarding client concerns and system issues.  Ensure the client is satisfied with resolution 
• Responsible and accountable for the collection and reconciliation of the client’s portfolio performance data.
• Processes, reviews, and delivers client reports.
• Revises client reports as directed by the client.
• Manages several simultaneous tasks.
• Works closely with clients to develop intimate understanding of the client business and needs.
• Proactive client outreach calls.
• Conduct data collection and reconciliation.
• Ensure all data required to produce performance reports for each client has been received and processed.
• Obtain any missing information required to product performance reports.
• Produce and review periodic performance reports in accordance with client due dates.
• Verify the performance results and work independently to address discrepancies.
• Interact with client to discuss performance results.
• Revise performance reports after consultation with client.
• Act as the primary conduit between IIS and the client organization.
•  Interact with the client in a professional manner at all times.
• Become the client’s trusted advisor.
• Provide client feedback to the Performer Service Bureau Director
•  Perform other duties as assigned by the immediate supervisor listed above
• This could include some night or weekend work.

Qualifications

• Education – BS/BA from an accredited college or university
• Comprehensive knowledge of: Basic mathematics and statistics, Financial markets, and Investment vehicles
• Demonstrated ability to apply analytical thinking toward problem solving, calculate and discuss basic statistics, manage several simultaneous tasks and the ability to work alone and within a team environment.
• Communication Skills - Excellent verbal and written communication skills.
• Interpersonal Skills - Strong interpersonal and relationship-building skills.
• Technology – Strong computer skills.
• Organizational Skills - Exceptional organizational skills, time management skills, analytical thinking, problem-solving skills. Individual must possess a high capacity for multi-tasking, issue management, and conflict resolution.
• Responsibility and Initiative - An ability to work independently in an efficient and responsible manner.
• Teamwork - Experience in working effectively with others in a team setting and independent environment.
• Flexibility & Ambition - Desire to work for a fast-paced company where individual contributions have significant impact on the success of the company as a whole.

The pay range for this position is $58,000 - $76,000, depending on experience.

Additional Information

Why work at Informa  

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritizes promotions internally. Our benefits include:

• Learning and development plan to assist with your career development  
• 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday!  
• Competitive Benefits with 401k match 
• Paid parental leave 
• Work with a high quality of specialist products and service  
• Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration  
• ESPP - become a shareholder  

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law. 

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