You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

  SPECIFIC ACCOUNTABILITIES

Direct Leadership – Directly manages a team of FCCRs in their day to day discharge of their duties and responsibilities in the operations. Ensure that the following are provided and completed: Coaching sessions with FCCRs: 1. Weekly observation and quick coaching and 2. Monthly results coaching equipping the FCCRs with the knowledge, training, experience, tools and technology needed to achieve the required business results. Plotting programs in their Development Plan Coaching and Mentoring FCCRs to develop their competencies and position them for success. Responsible for ensuring the retention of employees in his/her team as per the set goals. Analyze metrics to take appropriate and timely action (daily, weekly, monthly) to manage team performance. Clearly communicate the messages to the team. Ensure that CCRs meet and exceed their Service Level Agreement targets (Average Handling Time, Core of Customer Care, CCR SAT, Accuracy, Reliability, Adherence). Monitor the Early Warning Signs of FCCRs attrition which shall be liaised with Operations Manager and Operations Director. Conduct daily Pre-shift and In-shift huddles.

Floor Management Ensure that there is enough coverage of support on the floor; that all FCCRs are provided with enough assistance to immediately address their concerns and questions regarding their voice and chat processes and procedures for all Individual Wealth skills.

Assistance to Management and other Priorities Provide simple technical support, update daily tracker, attend weekly operations meeting, generate report and provide support and/or assistance needed by the management and FCCRs. Participate and attend the monthly team meeting with the Operations Manager and other Supervisors. Liaise and coordinate with other supervisors regarding business processes, system, and policies and extend supervisory assistance to the team of the respective supervisor if the latter is not available.

QUALIFICATIONS AND COMPETENCIES REQUIRED:

Communication Skills Fluency in English speaking and writing Strong and effective verbal and written communication skills Good listening skills

•      Advanced skills in Microsoft Office (Word, Excel, and Powerpoint)

Technical Skills Proficient Windows knowledge. Proficient key boarding skills. Good understanding of Individual Wealth process and terminologies. Operations Writing speed of 25 words per minute with an accuracy of 95%. Understands our business – Knows the fundamentals of the SLF business.

Core Competencies Collaborates Effectively – partners to deliver on team and organization goals. Communicates Confidently – Shares relevant information in a direct, compelling and transparent fashion. This is in horizontal and vertical structure. Focuses on the Customer – Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment. Takes Accountability – Sets and achieves stretch objectives. Understands our business – Knows the fundamentals of the SLF business

Leadership Attracts, develops, and retain talents – Ensures a ready and skilled supply of talent to meet current & future business needs. Participates & promotes employee retention & development. Builds and applies self-insight – Seeks self-awareness, taking action to build trust and credibility. Drives for action – Acts quickly and decisively to seize business opportunities. Embrace differences – Appreciates and leverages diversity (e.g. culture, abilities, and perspectives). Generates innovative solutions – thinks creatively to positively impact the business. Leads change – Inspires a shared vision and models the way. Manages complexity – Maintains momentum by managing dilemmas and dealing well with ambiguity. Thinks and acts strategically – Creates competitive advantage for the organization

QUALIFICATIONS, GENERAL CRITERIA, AND SELECTION PROCESS

Rating Criteria: The last annual performance rating for 2023 should be Strong Contribution or higher

Tenure Criteria:

Internal applicants should have at least one (1) year tenure in their current role before effective date of IJP roll out.External applicants should have at least two (2) years’ experience in the team lead / leadership role

Additional Criteria/ Information: Minimum eligible band is band 5A.

Those who are on Corrective Action/Performance Improvement Plan, and Disciplinary/ Administrative case during or within 3 months prior to the roll out of the IJP results are not eligible to apply for IJP

Minimum monthly average rating score of 3 for the last six months

Excellent track record on attendance, punctuality and reliability for the last 6 months.

For Non - CCC applicants, it is required that the applicant should have at least one (1) year supervisory experience in a call center industry.

Short listed Applicants who meet the eligibility criteria will be interviewed by an interview panel. Details on this matter shall be discussed before the interview.

It is understood that all successful applicants shall follow the Canadian holiday and schedule.

Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.

Job Category:

Call Centre

Posting End Date:

30/12/2024