At least 5 Years of total work experience with minimum 3 years in team lead role
Should have experience in Back Office LOB; must have handled at least two accounts in line with Account Receivable, Billing/Invoicing, Order Management, Credit Management, Collections, Cash Applications and/or exposure to financial/insurance industry
Experience in Process Improvement, Cost Savings, and Gap Analysis
Team Player with proven ability to lead and drive initiatives through teams more than 30 people for at least two years (except quality)
Must have excellent communication skills
Must be willing to work in any shift, holidays, overtimes, and weekends
Job Description:
Manages and oversees teams over-all performance
Mentors Team Captains, POCs and OICs through formal channel
Conducts regular evaluation as well as coaching sessions to improve individual and team performance
Assists in selection of agents to be promoted to future management posts
Responds timely and accurately to escalations and assists direct reports in resolution of escalations on the area of specific support
Anticipates and foresees the requirements of customers based on previous data and precedents
Generates reports based on team deliverables and present to management an counterparts
Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
Schedules, coordinates, and facilitates client communication
Works closely with counterparts/POCs to identify loopholes and process gaps
Support projects related to quality improvement and handles ad hoc tasks to support objectives of the management
Participates in business conference calls and knowledgeable in creating client presentations
Leads goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the over-all business
Performs staffing projection complementing work volume and make necessary proposals to business unit
Monitors schedule of employees to ensure proper shift coverage
Plans, assigns and direct work to the employees in cooperation with the team captains and deputy manager to manage workload and projects
Identifies and documents changes in the roles, responsibilities and accountabilities and workload of employees to properly determine volume headcount ratio and work scope
Adheres to the regularization, performance appraisal and rewards and recognition programs
Identifies functional/behavioral training & developmental needs of employees to support team goals and objectives
Monitors adherence to ethics and Code of Conduct and implements disciplinary action in compliance with the requirement for due process and communicate policies, programs, and decisions that affect employees
Plans, organizes, and coordinates team activities to enhance team camaraderie and employee engagement
Understand and seeks critical information and data needed by the team and keeps management informed and updated on matters affecting their team morale and performance
Collaborates and networks with other leads to complete assigned projects and program
