Team Leader: Elevate Customer Care & Coaching

Sun Life Financial; Philippines; On-site; PHP 540,000 - 720,000; Full time

Job summary

Sun Life Financial Philippines seeks a Team Leader to ensure an exceptional customer service experience for members, clients, sponsors, advisors and providers at the Asia Service Centre Philippines. You will coach and develop the Client Care Representatives and SMEs to meet SLAs in a fast-paced, structured environment.

Lead performance, analyze metrics and recruit staff to meet objectives, while driving continuous improvement through strong coaching and change-management skills.

Qualifications

• University degree.
• Proven Customer Service Skills.
• Proven leadership capability and a strong results orientation.
• Strong coaching, leading and performance management skills.

Responsibilities

• Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis.
• Ensure a high retention of employees.
• Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success.
• Analyze metrics and ensure CCRs are taking appropriate and timely action.
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results.
• Champion the coaching model.
• Foster a work environment that values the people and encourages participation, creativity, learning and accountability.
• Responsible for employee recruitment in order to meet business objectives.
• Ensure team adopts and sustains change.
• Identify opportunities for process and system improvements.
• Communicate openly with team ensuring messages and initiatives are clearly understood.
• Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies.
• Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic.
• Interact directly with members, as required.
• Manage absenteeism/vacations as per the targets and policies.
• Participate in Projects as per the needs of the business.

Skills

Leadership

Coaching

Customer service

Communication

Change management

Performance management

Team building

Influencing change

Data analysis

IPR skills

Education

University degree

Job description

Sun Life Financial Philippines seeks a Team Leader to ensure an exceptional customer service experience for members, clients, sponsors, advisors and providers at the Asia Service Centre Philippines. You will coach and develop the Client Care Representatives and SMEs to meet SLAs in a fast-paced, structured environment.

Lead performance, analyze metrics and recruit staff to meet objectives, while driving continuous improvement through strong coaching and change-management skills.