Business Support Manager- FTC

Job Description

The Field Support team is responsible for the full contractor lifecycle including onboarding, offboarding, payroll, and customer support. The Business Support Manager (BSM) is a natural leader who is able to inspire others and drive results. The BSM oversees and ensures operational compliance to policies and procedures, and provides development to the Business Support Team.

The BSM is the primary point of contact for the Field and partners with PMO to ensure ongoing quality and consistency of service to candidates, contract employees, clients, and internal partners.

Internal Recruiting

• Recruit, interview, hire, manage and offboard Field Support personnel for their assigned team
• Conduct internal new hire orientation
• Ensure the consistency, quality, and timeliness of new hire onboarding process, including ordering any necessary equipment/technology and ensuring it is ready prior to their start date

Team Development

• Accountable for the training and development of Field Support personnel, managed through regular performance assessments and goal setting
• Drives results through day-to-day management of team, reviewing performance against targets and the success of, and compliance with operational processes.
• Ensure FSG team’s daily execution of tasks/activities reflect our organizational philosophies (Guiding Principles, 1:24 Rule, Team Rule)
• Evaluate talent and work with individual team members to build development plans, which align to individual and business goals
• Inspire and motivate team to create a high‑performance environment
• Set clear performance expectations, ensure compliance and recognize success

Customer Service

• Responsible for the delivery of the highest level of customer service, both internal and external
• Partner with internal leaders and department managers to address escalated issues and/or special projects and ensure timely resolution with appropriate follow up
• Build and maintain effective working relationships with PMO to support team and business objectives
• Provide weekly performance updates to Head of Field Support

Operational Excellence

• Encourages a culture of accountability and open communication by setting realistic and personal stretch objectives to drive their team to achieve peak productivity
• Manages, coaches and develops their team
• Track and review individual, divisional and office performance on a regular basis against Scorecard. Identify areas of improvement and implement updates with training as needed.
• Maintain a high-level overview of key systems and processes, acting as SME for the team and retain the capability to undertake BSA’s duties if required in order to maintain service delivery
• Serve as an escalation point for complex enquiries and act as final point of escalation on issues relating to customer account issues
• Able to quickly analyse and respond to multiple situations, ensuring prompt resolution
• Supports Head of Field Support in creating the department’s strategic objectives and pro‑actively communicates and drives the strategic vision with their team
• Continually demonstrates and drives the value proposition of the Field Support programme
• Engage with key stakeholders to drive process improvement and efficiency
• Responsible for auditing business critical data
• Special projects as assigned

• Ability to inspire and drive action
• Excellent leadership and interpersonal skills
• Confident, assertive and resilient
• Thinks and acts with perspective
• Strong problem solving and analytical skills
• Seeks growth and self‑improvement through feedback
• Action and detail oriented; able to prioritize while handling multiple tasks
• Works with urgency where required and maintains a high level of customer focus
• Strong decision making ability; is looked to for direction in a crisis
• Strategically plans ways to demonstrate superior customer service
• Builds a network of professional partnerships by seeking out and strengthening relationships both internally and externally
• Ability to initiate action in order to accomplish goals or develop self without explicit instructions
• Ability to tackle complex issues and develop innovative, practical solutions
• Can effectively communicate the…