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Operations Management Trainee

Team Leader – Collections Account

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’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Team Leader.

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 mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

This is a full-time role who will report to the Operations Manager as Unit Manager / Team Lead:

Handle a Team of 10-13 FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team

Identify opportunities for skills or knowledge enhancement plans

Responsible for overall Agent Development Plan with SMART action plan documentation on weekly and monthly basis

Perform weekly trending-based coaching to manage team members’ performance

Conduct behavioral based coaching

Create a vibrant environment for fun working environment

Initiate Employee Engagement initiatives both for employee retention and metric performance improvement to impact site KPI

Establish and maintain effective working relationships with peers and support teams

Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)

Closely coordinate with workforce team in managing Attendance and Schedule Adherence

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

No NI /NA rating for the last six (6) months

No active CAP

Strong Interpersonal Skills and able to work under minimal supervision

Excellent Attendance record and Schedule Adherence

Proficiency in coaching skills and with high level of confidentiality and professionalism

Excellent Analytical Skills and Microsoft Excel Knowledge is an advantage

TIL Passer with relevant or previous experience as an assistant team leader, in terms of team and performance management

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 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, sex, age, 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 building 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.

Job: Management Trainee

Job ID: BFS018807

Primary Location: Philippines - Balanga City

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: May 19, 2022

Master Skills List: Operations

Job Category: Full Time