Team Lead: Client Success & High-Performance Coach

Intogreat Solutions; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Intogreat Solutions is seeking a seasoned leader to guide a day-to-day team, focusing on process improvements, knowledge transfer, and culture building in a dynamic delivery environment.

You will partner with clients, manage engagements, and coach staff to deliver high-quality outcomes across complex accounts, including collaboration with onboarding teams and internal operations to resolve issues promptly.

Qualifications

• Five years of people leadership experience, preferably within a BPO.
• Experience servicing Australian or global clients.
• Experience in the Insurance or Mortgage industries.
• Demonstrated ability to coach, mentor, and develop individuals with varying skill levels.
• High reliability, adaptability, and attention to detail.
• Collaborative approach to working with others.

Responsibilities

• Plan, coach, and lead the day-to-day team functions and duties to support your team to deliver high-quality outcomes that delight our clients.
• Focus on process documentation, improvement, and training through effective knowledge transfer and retention, while helping shape the broader operations function, employee engagement, and culture.
• Develop and execute against client-specific account plans and understand client environments, use cases, and the value from our service.
• Manage client engagement and other client feedback programs and coordinate with implementation/onboarding managers to meet expectations.
• Work with internal cross-functional teams to ensure high-quality service delivery outcomes for clients, escalating client issues when necessary.
• Understand contract scope and ensure delivery against it, or have a plan with the client; act as the voice of the client internally, advocating for client value.

Skills

People leadership

Client management

Coaching

KPIs & metrics

Cross-functional collaboration

AI tools (Copilot)

Job description

Intogreat Solutions is seeking a seasoned leader to guide a day-to-day team, focusing on process improvements, knowledge transfer, and culture building in a dynamic delivery environment.

You will partner with clients, manage engagements, and coach staff to deliver high-quality outcomes across complex accounts, including collaboration with onboarding teams and internal operations to resolve issues promptly.