Team Manager Global Certificate Center

Description

The Role

Office Engagement

• Build effective working relationships with the offices – getting to know individuals, key clients and overall expectations
• Communicate with the Office as required to resolve issues or set priorities together
• Oversee office engagements & communications to ensure quality & effectiveness
• Proactively ensure new clients & renewals are effectively handled
• Engage and review each escalation and build effective strategy for future mitigations
  
  

• Act as the direct supervisor for all your direct reports
• Ensure the goals and objectives of the region are clear and understood in a consistent way across the market teams
• Ensure all HR processes are followed according to guidelines and in a timely manner
• Manage resourcing in the short, medium and long term to ensure the team is sufficiently staffed, capable and motivated including doing succession planning - actively manage recruitment, training and time off
• Coordinate leave requests across centers to make sure the team has sufficient coverage for the work.
• Participate in the recruitment process including sifting, interview, selection, and hiring
• Support Market Leads on all aspects of Manila people performance and capability
• Hold effective 1on1s with direct reports at least monthly, more often if required. Utilize coaching techniques where appropriate and capture and share key points and actions
• Facilitate engagement activities to drive performance and motivate individuals
• Review of staffing and capacity on quarterly basis; ensuring skills matrix is up to date.
• Ensure the team undertake necessary WTW training
• Hold regular huddles covering all locations, ensuring that Market Leads are clear on their priority and any issues or changes are communicated
• Enable each individual in the team to meet their objectives and metrics targets. Identify and work with processors who are underperforming in terms of quality or productivity
• Ensure that individuals engaging with the office have the right skill level
• Create a culture of team work, building a cohesive Regional team who are client focused and aligned on expectations
• Ensure work prioritization model is followed across teams/locations
• Manage/control unplanned leaves and attrition
• Process and technology:
• Drive team to demonstrate sense of urgency in completing work assignments based on TAT requirements
• Support the Market Lead with workload management and work prioritization
• Support the Market Leads on resourcing issues and set priority where required
• Ensure the appropriate measures, reports and communications are shared with individuals or teams on an appropriate basis
• Ensure teams are following account specific guidelines and SOPs
• Promote strict adherence to Dispute Process guidelines and RCA
• Proactively identify process and technology issues and improvements that drive progress and maturity in the Center. Resolve them where possible or raise them in writing through the appropriate channels
• Achieve 100% compliance with BCP requirements
• Encourage ideation initiatives
• Behaviors
• Focus on service delivery and align all actions and decisions around the customer
• Focus on team success - be easily approachable and provide the support your team needs
• Act as a role model in all aspect of the job including: Customer focus, team work, coaching & development, metrics focus, timeliness, attendance & appearance
• Create opportunity in the team for growth and development
• Show a vested interest in the organization & team demonstrating a positive “can do” attitude
  
  

• Regional turnaround time (TAT)
• Regional quality score, right first-time metric & QSP Management and all actions under Quality Framework
• Regional productivity
• Issuance %
• Pending %
• Meet the values requirement as outlined by WTW
  
  

• Managing relationship to create satisfaction even when the conversation is difficult
• Providing clarity of direction and able to prioritize conflicting deliverables
• Motivating individuals to meet their goals
• Coaching and mentoring so the team can develop
• Identifying, diagnosing and solving problems at the root
• Communication - written, verbal and non-verbal
• Critical thinking and analysis
• Time management and organizational skills
• A working knowledge of COD and an understanding of the core processes