Team Lead, RES

Job Description

What makes Gartner Research & Advisory a GREAT fit for you? When you join Gartner, you’ll be part of a leading-edge team that values expert insights, bold ideas and intellectual courage. You’ll deliver must-have research through compelling client interactions, and contribute to our double-digit growth by providing clients the unbiased insight and advice they need to make the right decisions every day. Through constant learning, discovery and collaboration, you’ll help clients deliver on their mission-critical priorities, grow your career and increase your industry impact. We value hard workers — and reward you with unlimited opportunity. If you’re looking to explore what’s next in technology and business, Gartner is looking for you.

In this role of Team Lead, RES (Research Engagement Services), the incumbent will coach & develop a small team. Processes, tracks & schedules complex client (internal & external) requests for analysts' time to ensure appropriate analyst(s) is/are aligned with the requested engagement, whilst managing timely communications to all parties

Job Scope:

• Lead, manage and develop a small team of 5-6 associates
• Manage the workload of associate to ensure needs of internal and external clients are met in a timely manner and daily service level targets are attained
• Define and communicate goals and objectives in alignment with the RES vision
• Develop strong business acumen within the team and ensure team members understand their contribution to and impact on the wider Gartner business
• Manage, mentor and motivate subordinates through individual development planning, performance management and fostering an inclusive and productive working environment
• Overall accountability for team performance. Manager the workload of associates to ensure needs of internal and external clients are met in a timely manner and daily service level targets are attained
• Clear understanding of Research and RES service tools, applications and processes along with the ability to discuss and articulate these to other business units
• Manage client escalations
• Actively participate in ongoing projects that touch multiple functions, systems and business units helping to drive them to a successful conclusion
• Identify and cultivate up and coming talent across the organization in order to create a strong leadership team and talent bench across the organization
• Recognize potential service impacts to the business before they occur and take proactive measures to ensure business continuity
• Create an environment oriented to team work, collaboration, open communication, creative thinking, cohesive team effort, and workplace integrity
• Directly manage all complex queries for clients and internal stakeholders

Requirements:

• Graduate and MBA preferred
• 4-5 years in client/customer service management experience
• Strong interpersonal relationship building skills
• Thorough process understanding, data collection & analysis
• Excellent verbal and written communication skills
• Ability to prioritize and handle multiple requests concurrently
• Ability to problem solve and bring timely resolution to issues
• Ability to work under pressure and in a fast paced work environment
• Process-driven, methodical and high attention to detail
• Ability to coach, motivate and guide individuals to high performance
• Negotiation skills - knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner
• Ability to effectively prepare, conduct, participate in and follow up on business meetings

Job Requisition ID:42504

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