Canada MAS/NAS UpMarket HR Tech Service Team Leader

apply; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

apply is seeking an experienced Service Center Leader to oversee a defined client area and drive performance across metrics. The role emphasizes building a high-performing team, guiding day-to-day activities, and ensuring client satisfaction.

The incumbent will establish goals, coach associates, and manage recruitment, training, and compensation to sustain engagement and retention. A collaborative partner with other departments, you will push for ongoing service enhancements.

Qualifications

• Leadership experience required.
• Proven ability to manage client/service centers.
• Strong people management and coaching skills.
• Experience aligning teams to service level metrics.

Responsibilities

• Lead and manage a Service Center area for defined clients and/or products.
• Oversee day-to-day activities and achievement of service level metrics.
• Establish goals and provide regular feedback to associates, including development opportunities.
• Review performance and address opportunities for improvement.
• Drive associate engagement and retention with high-performance culture.
• Collaborate with internal departments to meet service objectives.
• Identify process improvements based on associate feedback.
• Oversee recruitment, selection, hiring, compensation, and performance management.
• Determine training requirements and ensure timely delivery of skills development.

Skills

Team leadership

Performance management

Recruitment & hiring

Job description

This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. Has
significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and
maintain a high level of associate engagement and client/participant satisfaction.
Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics.
(30% of time)
Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.
Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)
Achieves objectives for associate engagement and turnover. (20% of time)
Collaborate with other internal departments to ensure service objectives are met. (15% of time)
Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)
Creates a high-performance team environment that supports/reinforces associate development and retention. Provides
periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring,
compensation management, and performance management of the staff. Assists in determining the team's training
requirements. Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)