Team Leader | Back-office

BENEFITS/PERKS

• 13th and 14th month guaranteed
• Performance Incentive Plan / Yearly Bonus
• Retirement Program and Group Life Insurance

Role Purpose:

Become an integral part of Operations. Lead, motivate & coach your team to deliver world class service to our members. Monitor performance and maintain a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.

What key responsibilities are:

• Leading and motivating a team of 15 to 18 colleagues
• Promote high Performance and Quality ethos on the team and in the company.
• Training and development of staff.
• Deliver service level agreements and the individual team targets to enable maximum performance
• People Management, including all HR related issues, as well as performance appraisals and staff development.
• Work monitoring, coaching and feedback
• Conducting regular coaching and team meetings.
• Ensuring ownership is taken of all queries received in department area
• Contributing to recruitment and selection process of the front line.
• Compiling weekly reports on team`s performance and customer feedback.
• Communicate and act as a focal point of dissemination of information from management to team and vice versa.
• Work very closely with team members to address concerns
• Promote the company values and the I make a difference initiative.
• Monitoring emails and/or calls to ensure quality responses are given and any training issues are addressed.
• Deal with escalations in a prompt and efficient manner.
• Work within shift patterns - may include weekend and Holiday schedule.
• Adhoc Tasks

Key Requirements

• With minimum 3 years experience as Team Leader in a Healthcare or Financial Account
• Goal driven and can work well under pressure.
• Track record of meeting targets and delivering customer satisfaction.
• Excellent people management skills
• Fluency in English. Spanish or other languages would be an advantage.
• Time Management
• Amenable to Dayshift schedule
• Experience with AI-driven adaptive learning technologies and data analysis for personalized training.
• Proficiency in using AI tools for content recommendation, automated assessment, and feedback.
• Can work onsite in Makati
• Applicants who are able to start ASAP will be prioritized