Senior Team Lead
CurrentPEOPLE MANAGEMENTOversee 8 local teams together with 6 team leadersSupports team members in achieving set Development PlansHelps in conducting appraisals for team membersMotivates, coaches, and guides the Team Leads by providing creative ideas and ways on how to carry out the respective tasks on a regular basisMonitors the behavior of team members and apply corrective action for any non-conformance against company policies and proceduresMonitors Team Attendance Adherence on a regular basis. Regulate Leaves and Absences to provide full coverage. Apply corrective action for any non-compliance regarding company’s Attendance and Tardiness PolicyManages Attrition of the groupNurtures team members by providing avenues for career/personal growthEnsures payroll and all administrative functions required for team members are timely processed and organizedPERFORMANCE MANAGEMENTCreates Key Performance Indicators as basis to measure team’s performanceMonitors daily tasks based on Key Performance IndicatorsEnsures all KPIs are all met to drive SLA targetsKeeps team members updated regarding Policies, Procedures and Work InstructionsLeads in identification of process gaps and opportunities for improvement along with encouraging team members to execute innovative solutionsManages Team Lead’s performance and evaluationLeads initiatives and action plans to maintain targetsProvides assistance to team leads for any need for improvement planCLIENT MANAGEMENTAims and strives to get a Promoter Score in CSS/NPS SurveysManages 2nd level of escalation issuesAddresses, resolves and deescalates any concerns raised by the client in a timely mannerCommunicates closely with the client and proactively seeks for LOB growth or other opportunities that the team can provideCommunicates to Internal and External Clients to make sure that both parties are always updated in a timely mannerProvides and submits Periodic Reports essential to monitor progress and business growth.
