... example, they set performance targets for the teams in their section to achieve. The Services Manager implement decisions made by the Operations Managers, however it is the responsibility of the Services Managers to decide on the most effective way in which to go about it. They may take performance targets set by the Operations managers and come up with ways to ensure the targets are met and also guide the Customer Managers in leading their teams to hit their targets. Customer Managers are the next level of management and their role is as team leaders. They make decisions on how to motivate their teams to the greatest effect and when to discipline staff. For example, if a member of the team is repeatedly being absent from work due to sickness, they decide when it is genuine illness and when it is time to discipline them if they are having excessive amounts ...

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