JOB DESCRIPTION
Position: Process Leader (Team Leader)
Department: Operations (UK Banking)
Location: Cebu City
Work Set-up: Work from office
Motivate, develop, counsel and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business
Coaching and feedback to the agents
Helps staff develop and acquire skills and knowledge, providing support and guidance
Ability to be a passionate advocate for people development and customer experience - rather than be governed by process or rules
Confidence to challenge and feedback upwards
Ability to judge when it is right to lead or follow
Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels
Effectively uses a range of techniques to motivate colleagues and generate active commitment towards the achievement of team objectives especially in times of change
Uses a range of presentation skills to present and convey information to team members and is able to facilitate team meetings in order to pass on and/or obtain information
Qualifications
For a lateral movement: 18 months in the organization and the current role
For Vertical movement : 24 months in the organization and at least 18 months in the current role
CME or above rating in the last 6 months
No PIP or CAFs issued in the last 6 months
Should be quality driven
Basic knowledge of MS-Office (Excel and Word)
Proficiency in Grammatically correct English Communication
Comprehensive knowledge of the product and process in the program
Listening - Listening basics, Attentive listening, Empathic listening, emotive/intuitive listening
Rapport building skills
No absenteeism or tardiness issues
Willing to take on challenging assignments
Willingness to work shifts and during holiday / weekend
Ability to work under pressure
Ability to deliver on time and as per specifications
Presentation skills (plus factor)
Confident, patient and positive mindset
Firstsource Solutions
Position: Process Leader (Team Leader)
Department: Operations (UK Banking)
Location: Cebu City
Work Set-up: Work from office
Motivate, develop, counsel and appraise team members so that their individual and team performance is of the required standard and meets the present and future needs of the business
Coaching and feedback to the agents
Helps staff develop and acquire skills and knowledge, providing support and guidance
Ability to be a passionate advocate for people development and customer experience - rather than be governed by process or rules
Confidence to challenge and feedback upwards
Ability to judge when it is right to lead or follow
Knows and uses methods of providing objective input to the appraisal process, discussing strengths and development needs as appropriate through both formal and informal channels
Effectively uses a range of techniques to motivate colleagues and generate active commitment towards the achievement of team objectives especially in times of change
Uses a range of presentation skills to present and convey information to team members and is able to facilitate team meetings in order to pass on and/or obtain information
Qualifications
For a lateral movement: 18 months in the organization and the current role
For Vertical movement : 24 months in the organization and at least 18 months in the current role
CME or above rating in the last 6 months
No PIP or CAFs issued in the last 6 months
Should be quality driven
Basic knowledge of MS-Office (Excel and Word)
Proficiency in Grammatically correct English Communication
Comprehensive knowledge of the product and process in the program
Listening - Listening basics, Attentive listening, Empathic listening, emotive/intuitive listening
Rapport building skills
No absenteeism or tardiness issues
Willing to take on challenging assignments
Willingness to work shifts and during holiday / weekend
Ability to work under pressure
Ability to deliver on time and as per specifications
Presentation skills (plus factor)
Confident, patient and positive mindset
Firstsource Solutions
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
Submit profile
Firstsource Solutions
About the company
Position process Leader recruited by the company Firstsource Solutions at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Process Leader or Firstsource Solutions company in the links above
About the company