Senior Team Leader

Senior Team Leader - Manila
Position Description

Position Title: Senior Team Leader - Manila

Department: Operations

Reports To: Operations Manager

Direct Reports: Team Leaders

Company: Pioneer Credit Limited

OVERALL POSITION PURPOSE

The purpose of this role is to provide day-to-day leadership for a group of Team Leaders and their respective teams. This role supports, coaches, and mentors Team Leaders to assist them in achieving individual and team goals through both quantitative and qualitative performance measures.

A key component of this role is building strong relationships with Team Leaders and their teams, while effectively leading through others. The position supports the achievement of company objectives through leadership, coaching, performance management, and the consistent delivery of revenue and productivity targets.

The Senior Team Leader - Manila role is responsible for championing Pioneer Credit's culture by consistently demonstrating the Leadership Principles and promoting a positive work environment that upholds the Gold Standard and fosters individual development, accountability, and achievement.

SIGNIFICANT WORKING RELATIONSHIPS

Internal

• Team Leaders
• Team members, whether indirect reports or in other teams
• Learning & Development for feedback on coaching sessions and development needs
• Operational Leadership Team
• People & Culture for advice and guidance on people-related matters
• Compliance for guidance and advice on company compliance requirements

External

• Pioneer Credit customers

SENIOR TEAM LEADER - MANILA POSITION RESPONSIBILITIES

Portfolio Management

• Manage and prioritise assigned portfolios to ensure individual, team, and site targets are achieved while delivering exceptional customer service.
• Maintain expected productivity levels across teams, including call volume, account activity, system updates, and positive account movement.
• Conduct regular audits of account activity to ensure quality outcomes and adherence to operating standards.
• Support Team Leaders in portfolio management and workload prioritisation.

Customer Payments

• Oversee and track team payment pipelines daily, reviewing reporting with Team Leaders and the Operations Manager to develop strategies that maximise conversion to payments in the shortest possible timeframe while considering customer circumstances.
• Utilise live reporting and performance data to drive individual and team performance, including the follow-up of scheduled payments.
• Analyse and manage team performance using performance variation tools such as bell curves, quartile analysis, and productivity reporting.
• Manage customer payment forecasting and ensure payment booking and fall-over management processes are consistently followed.
• Drive accountability for sustainable payment arrangements and customer commitments.

Leadership and Coaching

• Lead, coach, and support Team Leaders to deliver effective leadership, coaching, and performance management to their team members.
• Identify opportunities and risks in line with monthly targets and collaborate with Team Leaders and the Operations Manager to set and execute monthly strategies, weekly priorities, campaigns, and performance initiatives.
• Assist the Operations Manager in implementing site business plans, operational initiatives, and cultural objectives.
• Conduct performance reviews and leadership discussions aligned to mid-month progress and end-of-month results.
• Support Team Leaders in implementing personalised scorecards and development plans.
• Take a proactive approach to building high-performing teams through coaching, recognition, engagement, and effective performance management.
• Ensure reporting is maintained accurately and available when required.
• Champion succession planning by promoting and supporting leadership development programs, including the LEAD Program, to develop future leaders.
• Oversee the delivery of effective and consistent coaching by Team Leaders to Account Managers, aligned with coaching excellence expectations.
• Build leadership capability by providing regular feedback, development opportunities, and support to Team Leaders.

Customer Experience

• Lead teams to deliver an exceptional customer experience, reflected in positive customer outcomes and NPS performance.
• Ensure customer feedback is reviewed and acted upon quickly, identifying opportunities to improve customer interactions.
• Collaborate with Marketing and Customer Experience teams on initiatives to enhance the customer journey.
• Partner with Compliance to review audited calls and support Team Leaders in addressing opportunities for continuous improvement.

Policies and Procedures

• Comply with all policies, processes, and procedures outlined in the Employee Handbook, Leadership Principles, and Code of Conduct.
• Ensure operational activities comply with all relevant legislation, regulatory requirements, and company standards, including Privacy and consumer protection obligations.
• Promote a strong culture of compliance and accountability across all teams.

Networking

• Build and maintain positive relationships across the business and with relevant external stakeholders.
• Collaborate effectively with peers and leaders to achieve company objectives.

Occupational Health and Safety

• Take reasonable care for personal health and safety and that of others.
• Promote safe workplace behaviours and practices.
• Identify and address hazards and safety risks within the workplace.
• Comply with all Occupational Health and Safety policies, procedures, and requirements.

Business Improvement

• Identify and implement opportunities for continuous improvement across the operation.
• Promote innovation, efficiency, and best practices through effective leadership and collaboration.
• Stay informed of industry developments and emerging trends that may improve operational performance.

Responsibilities as Required

• Support the Operations Manager in the daily management of operational performance, reporting, workforce planning, administration, people management and site initiatives.
• Undertake additional duties as reasonably required to support business objectives.

Join the A-Team and experience the A-Life!