SummaryResponsible for mentoring and assisting the assigned non-technical team with daily operational tasks and holistic performance growth and development.Job ScopeA. Non-Technical Team Lead Functions
Assists in supervising, coaching, and mentoring the team
Acts as on duty supervisor and first point of contact for the team in-charge of running the process daily
Provides visibility of daily or monthly data to assist the team with performance management
Completes, documents, and provides timely and accurate feedback on performance
Recognizes high performance and rewards accomplishments
Listens to team member’s feedback and resolves issues or conflicts
Identifies training requirements and provides appropriate training to team members
Provides training assistance on new hires if necessary
Maintains current employee availability
Schedules and organizes shift patterns to ensure that customers are never left unattended
Validates Audits Quality reports being sent by Training & QA
Provides action plans and process improvements necessary for operations
Performs/completes administrative tasks such as, but not limited to, manual payrolls, ND/OT reports, OVPs, etc.
B. Business Process SupportDocuments all staff complaints and assists in resolution
Assists in execution of administrative tasks deemed necessary or as required
Ensures data maintenance for Content Management System (CMS) and all client systems
Ensures proper standard operating procedures (SOP) and protocols are followed
Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met and exceeded
Informs immediate superior regarding problems and other matters beyond limits of authority
Assists with production on the absence of a team member
Answers queries/issues from on shore at hand with the processes being managed
Functional KnowledgeEssential:Preferably with at least 1 year of people management experience
Bachelor’s degree in Finance or Accounting related course
CPA preferred but not required
Excellent knowledge on the different aspects of Finance within a Shared Service
Excellent communication and interpersonal skills with people at all levels
Proficiency of the English language, both in verbal and written
Strong customer orientation, active listening, and excellent phone handling skills
Demonstrates analytical thinking and effective conflict resolution skills
Ability to implement standards and procedures for security and performance management
Ability to multi-task, prioritize and manage own work and others' effectively
Demonstrate leadership with capability to motivate and inspire
Demonstrates initiative and implements changes to drive operational effectiveness and efficiency
Willing to work in ILOILO CITY
Beneficial:Project Management skills
Job Type: Full-timeSalary: Php40,000.00 to Php50,000.00 /monthExperience:BPO/Shared Services: 2 years (Preferred)
People Management: 2 years (Required)
Education:Bachelor's (Required)
License:CPA (Preferred)
