Management Trainee / Team Leads – 4A

Function: Operations

Location: Muntinlupa Alabang

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we are calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

We are inviting applications for the role of Operations Team Lead for our Financial Customer Service Account - Alabang site!

In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’s.

You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing coaching and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

This is a full time role and would involve in-charge of various tasks like the following (indicative - but not limited to:)

• Handle and resolve critical issues


• Provide assistance and mentorship on issues as necessary


• Implement departmental policy and procedure changes with associates


• Represent the department during company sponsored events or while working offsite


• Work with the Business’ clearing firm to resolve service issues, identifying processing gaps and systemic issues. The ability to follow through to resolution on these issues is mandatory


• work on processing functions, must be fully cross-trained on all processing functions


• Provide objective feedback related to team development and training needs


• Provide training to Customer Service teams and communicate department changes


• Think independently and offer suggestions and solutions for team improvement


• Lead department projects and set priorities


• Run day to day workflow and meet department service levels


• Written Communications – must be able to detail procedures and develop both internal and external communications.

Other responsibilities include:

• Mentoring and career development with processors and specialists


• Provide input for hiring, promotions and staff reviews


• Facilitate regular 1 on 1 meetings and direct goal development and progress


• Monitor and approve vacation and time off requests


• Reconcile time card records for non-exempt employees

Qualifications

• A Bachelore’s Degree holder in any field


• Strong customer service domain experience and excellent people management skills


• Related experience working as a Supervisor/ Team Leader for operations


• Experience in Team Management, performance management


• Experienced in MS Office applications (Excel, Word, PPT)


• Experience in Financial Customer Service Account


• Amenable to work onsite

Main qualifications:

To perform this job successfully, an individual should perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read and comprehend simple instructions, short correspondence, and memos.


• Ability to write simple correspondence.


• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.


• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.


• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


• Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.