Personnel Info Desk Team Leader / Customer Support Team Leader

The EIB, the European Union's bank, is seeking to recruit for its Corporate Services/PERSONNEL Directorate (CS) – Operations & Employee Relations Department– Operations Division – Individual Rights Unit, at its headquarters in Luxembourg.

Background
At the beginning of 2014, Personnel has decided to centralize all individual requests from staff members within the Personnel InfoDesk team so as to offer one single point of contact for all questions relating to Personnel matters. A dedicated portal tool (My Portal) has been put in place to facilitate submission of requests/answers to questions from staff members and to enhance the information and services available to managers and the InfoDesk team. After almost one year of experience, Personnel now wishes to:
• review and develop its strategy regarding the role of the InfoDesk team, liaison with Subject Matter Experts in Personnel, staff members, managers and external users (Pensioners);
• expand the capacity of the InfoDesk;
• (re) design, improve, map and describe all related Personnel processes and procedures;
• further improve the IT tool used to manage the interaction with stakeholders with a focus on user friendliness and efficiency;
• enhance reporting on the main areas of activity and user feedback

In this context, the Personnel Directorate is looking to recruit a professional who will contribute to developing a comprehensive InfoDesk Strategy, put this strategy into practice and coordinate the InfoDesk team.
Purpose

The Personnel InfoDesk Team Leader plans, organizes, coordinates and manages the team of the Personnel InfoDesk and has lead responsibility for the maintenance and development of “My Portal” and the Personnel InfoDesk as a strategic platform for the delivery of Personnel’s’ high quality services to staff.
He/She administers the InfoDesk policies, procedures and practices within his/her area of responsibility: and also creates and maintains a work environment conducive to teamwork, creativity, quality and productivity.

Operating Network
The Personnel InfoDesk Team Leader reports to the Head of the Individual Rights Unit (IR) and interacts on a daily basis with EIB Group staff. He/She works in close collaboration with the InfoDesk team and Subject Matter Experts in Personnel, as well as the client Directorates and a number of external counterparts. He/she will also work closely with the Personnel Systems Unit to ensure appropriate development and maintenance of the Portal IT infrastructure, and with Personnel Internal Communications to ensure searchability and consistency of My Portal content.
Accountabilities
• Prioritising/filtering and assigning queries coming to the Personnel InfoDesk and ensuring a timely and efficient delivery of responses.
• Manage and drive the daily SLA performance of the team to ensure targets are met/exceeded.
• Maintain a good understanding of the organization as a whole and the complexities within this to be able to meet customer needs.
• Contribute to continuous improvement of activities through identification of recurring employee/manager issues to simplify and enhance policies, processes and technologies.
• Customer satisfaction – ensuring team provides excellent customer service, delivering increased customer satisfaction year on year.
• Ensure that all processes and procedures are mapped and described and support their optimisation based on User and Administrator experience.
• Contribute to the development of HR policies, processes and procedures which fall within competency of the InfoDesk and lead their implementation.
• Co-ordinate the technical and content related maintenance and development of “My Portal”.

Competencies
• Conceptual and systemic thinking
• Openness to ideas; innovation and creativity
• Ability to organise, prioritise and supervise the work of a team
• Proven ability to work proactively and autonomously and good team player
• Good analytical and problem solving skills, with a pragmatic approach to problem solving
• Excellent oral and written communication skills with and ability to synthesise conclusions and proposals.
• Flexibility and adaptability
• Ability to work under tight deadlines and to respond rapidly to various demands
• Aptitude to build and maintain positive relationships both with internal and external stakeholders; diplomacy, empathetic approach and customer focus


(*) There may be certain flexibility on this requirement, but limited to particularly suitable candidates who may not yet be proficient in one of the two languages. If selected, such candidates will be hired on the condition that they build up rapidly knowledge of the relevant language and accept that their future career in the EIB may be subject to the attainment of sufficient proficiency in both of the Bank's working languages.

The EIB offers fixed-term contracts of up to a maximum of 6 years, according to business needs, with a possibility to convert to a permanent contract subject to organisational requirements and individual performance

For more details and to apply, please go to https://erecruitment.eib.org, selecting Job ID 101620

Deadline for applications: 8th of May 2015

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