Category: Digital Customer Experience
Location: Taguig
Work set up: Taguig (Onsite)
Salary: Php 60,000
Work schedule: Night Shift
Required Experience: 5+ years
Headcount: 1

Non-Negotiable:
• 5 years of experience in operations, workforce management, or reporting team lead role.
• Experience within financial services; mutual fund or transfer agency experience preferred.
• . Strong understanding of SLA-driven queue environments.
• Advanced experience with reporting tools (Tableau, Power BI, Excel).
• Strong analytical, forecasting, and data interpretation skills.
• Relevant certifications in Workforce Management, Data Analytics, or Project Management (e.g., Six Sigma, Lean, PMP, Agile) are preferred but not required.

Your future duties and responsibilities:
1. Team Leadership & Governance
. Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
. Oversee workload distribution and manage team capacity across operational and reporting functions.
. Establish clear priorities, performance standards, and accountability measures.
. Conduct regular team meetings and provide ongoing coaching and performance feedback.
. Ensure strong cross-collaboration between operational oversight and reporting functions.
. Serve as an escalation point for operational, workforce, and reporting-related issues.
2. Command Centre Responsibilities
Queue Volume Management

. Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.
. Consistently meet SLAs and maintain quality delivery.

Real-Time Monitoring & Volume Planning

. Monitor queue volumes and allocated resources throughout the day.
. Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.

Trends Analysis

. Review and analyze daily, weekly, monthly, and annual historical work volumes and FTEs.
. Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.

Absenteeism, Lateness & Vacation Planning

. Plan weeks ahead for upcoming vacations to ensure adequate coverage.
. Account for potential absenteeism and lateness when planning staffing.
. Approve vacations based on departmental rules and skillset coverage.

Daily Huddles & Collaboration with Leaders

. Conduct daily and intra-day huddles with department leaders to discuss queue volumes, resource allocation, skillset training, and work shift alignment.
. Adjust work shifts to maintain adequate staffing, minimize overtime, and support work-life balance.
. Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.

3. Reporting & Data Analytics Leadership
Strategic Reporting & Dashboard Ownership

. Lead and represent Back Office and Client Services in data-focused strategic initiatives.
. Own and maintain dashboard architecture across departments.
. Expand dashboards to encompass all relevant KPIs and operational metrics.
. Ensure alignment of reporting outputs with departmental strategic goals.

Reporting Analyst Oversight

. Manage simultaneous reporting priorities (new and ongoing requests).
. Delegate responsibilities among analysts to manage capacity and deadlines.
. Conduct quality control on all reports and dashboards to ensure accuracy and consistency.
. Ensure reporting deliverables meet stakeholder expectations and governance standards.

Data Translation & Stakeholder Support

. Translate stakeholder requirements into actionable reporting solutions.
. Develop dashboards and reports using Tableau, Power BI, Excel, and other reporting tools.
. Fulfill ad hoc data requests using appropriate systems and data sources.
. Serve as liaison between business stakeholders and IT when data is not readily available.

Insights, Optimization & Continuous Improvement

. Analyze patterns, trends, and operational sentiment to identify areas for improvement.
. Recommend improvements in training, process efficiency, back-office operations, and client satisfaction.
. Identify opportunities for automation or efficiency improvements in reporting processes.
. Recommend client/advisor interactions or processes suitable for self-service solutions.

Command Centre Goals
The Team Lead is accountable for ensuring:

1. Maximum processing performance across back-office operations.
2. Consistent attainment of SLA targets and quality standards.
3. Accurate, timely, and strategic reporting across departments.
4. A highly skilled, cross-trained, and optimized workforce.
5. Operational resilience during disruption events.
6. Continuous improvement driven by data insights.