Job Description
Job Overview:
The Team Leader is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. The Team Leader also ensures best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of products and services.
Responsibilities:
1. Recommends new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed.
2. Resolves variable issues that are occasionally complex with substantial impact to the business and apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area.
3. Conducts periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels.
4. Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding, clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
5. Develops leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning.
6. Evaluates team's performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
7. Creates and executes realistic action steps and timelines for the team with a strict attention to details and performance
8. Drives organizational change through innovation and process improvement, eliminating friction points for team.
9. Achieves team performance excellence to ensure high quality and high volume productivity
10. Recruits, hires and builds a team of highly productive candidates through coaching, collaboration and motivation of staff.
Qualifications:
Bachelor's Degree Holder
Minimum of 2+ years of experience as TL or Supervisor in a BPO set up with strong track record preferably experience in a Banking or Financial services environment
Handled Banking related customer service via call and email, such as deposit accounts, personal loans, and general customer service
queries
Willing to work in Muntinlupa City
