Role Purpose:  
To be able to lead and manage a team of employees to meet company goals and deadlines.  Motivates team members and regular assesses performance.  Also, provides help to management regarding hiring, training and keeping management updated on team performance.  Communicates concerns and policies among management and team members.  Promotes continuous improvement within the team by encouraging and working with team members in enhancing ideas.

Key Responsibilities: 
1.   Manages daily work allocations.  Oversee day-to-day operations.
2.   Supports team manager and performs management duties while manager is out of office.
3.   Assist management with hiring processes and new member training. Discover training needs and provide coaching.
4.   Answers team member’s questions, helps with processing issues and overseas team member work for quality guideline compliance.  
5.   Meets business goals by adhering to SLA, Quality targets and volume produced.  Generates and shares competency and detailed reports about team performance, objectives and deadlines to team members and management.
6.   Conducts regular team meetings to update team members on best practices and continuing expectations.
7.   Maintain healthy group dynamics.
8.   Provides quality customer service including interacting with external/internal customers by answering custom enquiries and effectively handling customer complaints
9.   Recognize high performance and reward accomplishments.
10.   Encourage creativity, risk-taking and constant improvement.  Recommend at least 2 continuous improvements annually.
11.   Perform daily administrative tasks – respond to emails, attendance, leave calendars, Overtime filing, system issues tracker, and similar activities.  Ensure all escalations are reviewed/responded back to and come up with action plans.  Complete necessary documentations, not limited to email responses, recommendation sent to corresponding group and coaching.
12.   Regularly reviews team dynamics, cross-training requirements and cross-skilling for better team utilization and individual member’s career growth.
13.   Coordinate with In-country counterpart regarding challenges and focus for the day.
14.   Report any system, process, resource issues to Senior Team Leader/Manager.
15.   Regularly monitor the queues, emails and calls for urgent requirements.
16.   Conduct regular planning to handle each queue.
17.   Provide weekly reporting on team’s performance, opportunities, challenges for the week/month.
18.   Ensure availability of cross-coverage within team.
19.   Regular review of team capacity, at least monthly. Assess opportunities to expand and provide feedback to Senior Team Leader/Manager.
20.   Provide Monthly reporting on business goals, team challenge and focus areas.

Experience:  
•   Insurance Industry and/or BPO experience of at least 5 years
•   Good computer skills especially MS Word and Excel
•   Excellent communication and average presentation skills
•   Ability to multi-task, prioritize and manage time effectively
•   Has led a team of at least 8 members
•   Has good motivational skills
•   Results-oriented
•   Customer Service skills a must

Qualifications:  
•   College degree or equivalent
•   BPO Experience of at least 6 years
•   Leadership experience of at least 3 years