Canada MAS/NAS UpMarket HR Tech Service Team Leader

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

Job summary

adpinternalcareers leads a Service Center area delivering defined client and product support in a fast-paced environment. You will guide associates, monitor service level metrics, and drive high-quality client outcomes through effective people management and process improvements.

The role emphasizes recruiting and developing talent, delivering regular performance feedback, and collaborating with internal teams to maintain strong engagement and client satisfaction in a dynamic Makati-based

Responsibilities

• Lead a Service Center area for defined clients and products.
• Oversee day-to-day activities of associates and meet service level metrics.
• Set goals, provide feedback, and identify development opportunities.
• Review performance and address opportunities for improvement.
• Aim to achieve engagement and reduce turnover.
• Collaborate with internal departments to meet service objectives.
• Recruit, select, hire, compensate, and manage staff performance.
• Identify training needs and ensure effective training delivery.

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)