Total 2 Manager finance banking insurance job vacancies in The Philippines

Key Responsibilities of the Team Manager  

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others: Develop, train, and manage team members.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports. 

Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and setting effective action plans. Address Team level variation through targeted coaching for outliers and involvement in Continuous Improvement activities. Accomplish weekly deliverables, such as:

Coaching compliance inclusive of RCAs and Action Plans.

• Weekly Audit requirement and call scrubbings
• Team attendance infractions insights through the internal Sutherland attendance tool
• Provide ideas that can help the client improve their product, business, processes, and/or policies
• Present Team Performance to Clients on a needed basis
   
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale
  • Set up accountability discussions on attendance and performance challenges
  • Report potential red flags on employee retention and partner with the Operations Manager on stay interviews
  • Keep employees in the loop for any internal and external updates
  • Have the Team participate in Site and Program employee engagement activities
  • Come up with Team level engagement activities to hype morale