Operations Team Lead

Nezda Global; Metro Manila; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Nezda Global seeks a Team Leader II – Document Management to oversee daily operations while remaining hands-on with configuration and implementation tasks. You will lead performance, manage backlogs, and coordinate with US counterparts and cross-functional teams.

The role requires at least 2+ years of team leadership, strong analytical skills, and the ability to work night shifts. Hybrid onsite work arrangements are expected, with focus on process improvement and efficient service delivery.

Qualifications

• 2+ years of team leadership experience, preferably in customer service operations
• Hands-on configuration and implementation work with at least 50% individual contribution
• Strong analytical and problem-solving abilities including risk assessment and escalation
• Strong planning, organization, prioritization, and time-management skills

Responsibilities

• Lead daily Document Management operations and ensure SLAs and quality standards are met
• Perform configuration and implementation work with at least 50% individual contribution
• Conduct pre-release QA and maintain operational controls
• Manage backlogs, work queues, dependencies, and aging items
• Handle inquiries, escalations, and issue resolution
• Coordinate with US counterparts and cross-functional teams
• Identify process gaps, defects, automation opportunities, and workflow improvements
• Monitor performance trends and provide coaching, training, onboarding, and evaluations

Skills

Team leadership

Hands-on configuration and

Analytical thinking

Planning and time management

Stakeholder communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

As Team Leader II – Document Management, you’ll oversee day-to-day team operations while remaining hands‑on with configuration and implementation work. The role requires at least 50% individual contribution to configuration and implementation tasks, alongside responsibility for team performance, quality, backlog management, escalations, reporting, and continuous improvement.

Key Responsibilities

• Lead daily Document Management operations and ensure deliverables meet SLAs and quality standards.
• Perform configuration and implementation work, with a minimum 50% individual contribution.
• Conduct pre-release quality assurance and maintain operational controls.
• Manage and prioritize backlogs, work queues, dependencies, and aging items.
• Handle internal and external inquiries, escalations, and issue resolution.
• Coordinate with US counterparts, Product, Development, and other cross-functional teams.
• Identify process gaps, system defects, automation opportunities, and workflow improvements.
• Monitor productivity, quality, handle‑time, and team performance trends.
• Provide coaching, training, onboarding, evaluations, and performance management.
• Support resource planning and workload distribution.
• Prepare weekly, monthly, and quarterly performance and management reports.
• Communicate operational performance, risks, and updates to stakeholders and senior management.
• Drive execution discipline within Salesforce and support continuous operational improvement.

Must-Have Qualifications

• 2+ years of experience in team leadership, preferably in customer service operations team management or an equivalent role.
• Ability to perform hands‑on configuration and implementation work, with the role requiring at least 50% individual contribution.
• Strong analytical and problem‑solving abilities, including risk assessment, troubleshooting, and escalation.
• Strong planning, organization, prioritization, and time‑management skills.
• Demonstrated leadership maturity and ability to make decisions and remain calm under pressure.
• Ability to work collaboratively and independently with strong follow‑through.
• Willingness to work night shift and support after‑hours needs when required.
• Willingness to comply with onsite and hybrid work arrangements.
• Ability to work discreetly with confidential information.
• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.

Good-to-Have

• Experience in Property Management, Payments, or Insurance.
• Experience with Document Management operations.
• Experience working with Salesforce.
• Experience with process improvement, workflow enhancement, or automation initiatives.
• Experience working with US‑based counterparts or cross‑functional stakeholders.