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Manulife Business Processing Services

Team Leader @ Lapu-Lapu City

Manulife Business Processing Services

With business certificates
Mactan Newtown, Lapu-Lapu City, Cebu
Total vacancies for this job title : 3
Posted on : June 25, 2020
Job ID : 362473

Video Profile


Job Summary:
The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.

This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with the onshore and offshore management.
  • Manage the team’s day to day operation to ensure that SLA is met
  • Handle escalations on a timely manner
  • Conduct recruitment and hiring of CSRs
  • Assist in workforce management duties such as schedule and leave management
  • Review team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff
  • Review, collect, and summarize quality control and business reports
  • Assists in conducting a regular training needs analysis for personal and professional development of the staff
  • Identify opportunities for process improvement recommendations
  • Partner with HR with regard to any payroll and disciplinary measure concerns
  • Facilitate meetings to disseminate announcements, discuss policies and calibrate process
  • Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
  • Candidate must have a bachelor's degree (4- or 5-years degree course)
  • Candidate must have at least 2-3 years experience as a manager or supervisor, preferably in the field of Financial Services, BPO or Call Center, Customer Service, or Account Management.
  • Must meet job expectations and pass all performance metrics in his/her current unit
  • Have shown commitment to continuous learning - completion of any skills development training (Presentation skills, Business Writing, etc)
  • Participation in any development or implementation of business improvement initiatives
Minimum Skills Requirement to Hire:
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
  • Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information
  • Candidate must have good organizational and time management skills with the ability to be flexible to changing environments, work independently and meet tight deadlines; Must have ability to delegate tasks
  • Demonstrated team building skills with positive attitude; Consistently showing support for team and department initiatives
  • Ability to achieve policy and standards compliance and manage performance metrics
  • Demonstrated success in managing key accounts and business relationships
  • Takes ownership of issues/problems and follow them through to the end
  • Ability to effectively hire, retain, deploy and engage talent at associate level
  • Demonstrated problem-solver and able to handle escalations
  • Must have strong initiative and leadership qualities
  • Ability to manage performance and develop employees through coaching and mentoring
  • Ability to negotiate effectively

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