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Service Delivery Team Leader in Bristol at Computershare, Inc

Date Posted: 11/20/2018

Job Snapshot

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Job Description

Service Delivery Team Leader
Competitive Salary
Progression Opportunities Training & Development Employee Share Plan Company Pension Flexible Working Hours Onsite Gym Excellent Working Culture

Computershare Communication Services (CCS) provides end to end communication solutions and services to Computershare Group Companies and through direct relationships to external clients. 

Externally CCS provides transactional communication solutions including the provision of advice notes, statements, cheque payments, payment advice, and share trade confirmations.

Internally CCS provides a full range of shareholder and employee plan holder communications in support of core Computershare Business Units as well as specialised communications supporting specific business unit requirements. CCS has the capability to provide all communications in either electronic or physical mail pack form. 

As well as managing outgoing communications CCS possess the capability to store, archive and retrieve documents and provide accessibility of these documents to consumers, customer service personnel and other trusted intermediaries as permissions allow.  The business has the capability to provide inbound document processing utilising Computershare’s existing inbound scanning, classifying and routing systems to capture information and process it in line with client business rules.

Globally CCS has operations in five countries (Australia, Canada, Germany, UK and USA) across 11 operational locations.

Key Accountabilities

End to End ‘Once Off’ Job Management


The role holder will ensure that qualified resource is available to work with the client to understand their requirements and create clear / concise briefs for appropriate delivery departments. The resource will then communicate between the departments and with the client to ensure required inputs and outputs are accurate and on time. The role holder is the first point of escalation / support for the resource and for the client.


Ongoing Management of ‘Contract’ Jobs


The role holder will ensure that qualified resource for ongoing jobs managed as or like ‘contracts’ the role holder will complete required checks (resources / inputs / outputs / timelines). The resource will then work with internal departments and the client to resolve issues and report progress. The role holder is the first point of escalation / support for the resource and for the client


BAU Account Governance


Where engaged with strategic accounts (commercial clients and selected internal clients) The role holder will ensure directly and via team resource the completion of agreed governance with the client including, for example, preparing reports on delivery performance and presenting these at quarterly meetings


Debt Management


Where engaged with Commercial accounts the role holder will monitor cash collection performance reports from our finance team and take actions, in collaboration with their team, to address debt that is aging beyond accepted thresholds


Project Management


For significant new client requirements and for significant change management activity the role holder will manage activity within an established project management framework both directly and via delegation to team members


Budget Management


The role holder will collect information from invoices raised and plot this against budgets / forecasts for each client that their team manages.

The role holder will summarise performance in an agreed format as in input to a monthly management meeting

Departmental Improvement Projects


The role holder, independently, working with their line manager and working with other team leaders will identify improvement projects to support the team function – be that to reduce risk, reduce quality, support new products. They will be responsible for organising and resourcing those projects either from existing resource or by the successful creation of a business case to add additional resource.


Support of Colleague Work Outputs


The role holder will ensure quality standards and consistency of delivery within the team by ensuring that the team are:

o    Cross checking on a job by job basis

o    Covering actions during colleague absence

o    Ensuring that their work can be covered by colleagues during their own absence.


Account Planning for Tier 2 Clients


Where allocated the role holder is responsible for ensuring that that a clear  and effective plan is in place for the long term, contracted relationship management of all clients that are not under the management of a Key Account Director (Tier 2 clients)


Support of People Management Functions


The role holder will manage people / teams against agreed HR processes including, regular 1:1s, Performance Reviews, recruitment, personal development, performance improvement etc.


BAU Relationship Management


The role holder and their team, working directly and with the Key Account Director (for Tier 1 Accounts) will identify and manager change requirements, initiate change projects and manage client queries / information requests.


Skills & Experience

  • Demonstrate capability manage small to large scale projects
  • Demonstrate capability to be effective in  a client facing role – strong interpersonal skills and a strong desire to understand client business environment and motivation
  • Computer literacy – Word/Excel
  • Financial / commercial understanding
  • Can work effectively alone or in a group
  • Ability to interpret data at a basic level
  • Prioritisation and organisational skills
  • People Management Skills
  • Exceptional organisational skills and ability to prioritise is essential
  • Positive, enthusiastic, can do attitude
  • A flexible approach
  • High degree of technical accuracy
  • A strong awareness of the need for quality 


What’s In It for You?

We offer all employees 25 days holiday, an excellent pension scheme and the opportunity to own a slice of Computershare through our employee share plan. You can also choose to take advantage of a range of flexible benefits, including subsidised gym membership of our on-site gym. We have a modern newly refurbished working environment and offer great opportunities for career development.

Working for Computershare

At Computershare we are passionate about developing excellent software, but what we really pride ourselves on is the development of our most important assets…..our employees! 

We are an organisation specialising in the design and development of high end financial software solutions for large blue chip organisations and their shareholders.

From our diverse workforce to our flexible working policies, we embrace a culture of learning and sharing to develop our next stage growth.

With over 15,000 employees worldwide we are undisputed innovators in our field

We also offer 25 days holiday, excellent pension scheme, shareholder incentive plan and a flexible employee benefits scheme which also includes the option to buy additional annual leave.


All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Investor Services PLC is registered in England & Wales, Company No. 3498808, Registered Office: The Pavilions, Bridgwater Road, Bristol BS13 8AE


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