Position: Team Lead/Head of Support/Support Manager/Project Manager/Operation Manager
Category: Support
English level: pre
Years of experience: 6

•  Have a successful experience of implementing and developing a new direction in the department – auditing projects: monitoring completion of objects according to checklist at every project phase with the purpose of  identifying bottlenecks and steps to eliminate them (over 50 projects are involved, 24 of them have undergone complete audits) 
• Have a successful experience of forming and developing a work group from scratch (15 members) designed to assist project managers as concerns administrative tasks, accountability and controlling tasks for more efficient time management.
Key competences: 
•	Skilled in hiring, training, developing and managing personnel (up to 15-member teams) 
•	Have an experience of building processes and managing internal projects
•	Skilled in compiling various kinds of reports
•	9-year experience of banking sales

Organize teamwork in the Support department
Improve customer requests processing
Describe the support business processes
Create instructions and working guides for the support team
Distribute tasks among support staff
Optimize processes within the team and analyze the performance
Evaluate the speed and quality of the customers' requests processing
Develop, maintain, and track the relevance of the KPI system
Motivate the recruitment and support staff for professional self-development
Organize meetings, presentations, and assessment tests for support staff
Communicate with other structural units