Team Leader | Banking and Financial Account | Clark

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditExperience: 2+ yearsSkills: ["MS Office"]

Lead and coach a banking/financial services team in a BPO setting to improve customer experience metrics (Resolution and CSAT) through targeted coaching, data analysis, and process improvements. Own team performance, attendance and morale, and provide client-facing updates and improvement ideas. Collaborate across departments to drive continuous improvement and employee engagement in a fast-paced environment.

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Sutherland
Sutherland
5 months ago

Team Leader | Banking and Financial Account | Clark

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and coach a banking/financial services team in a BPO setting to improve customer experience metrics (Resolution and CSAT) through targeted coaching, data analysis, and process improvements. Own team performance, attendance and morale, and provide client-facing updates and improvement ideas. Collaborate across departments to drive continuous improvement and employee engagement in a fast-paced environment.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit

Key Responsibilities

  • •Lead and manage team performance to improve CX metrics (Resolution and CSAT) through call listening, behavioral coaching, and action plans.
  • •Address team variations with targeted coaching for outliers and continuous improvement activities.
  • •Provide ideas to help clients improve products, processes, and policies; present team performance updates to clients as needed.
  • •Act as a client advocate to address attendance and attrition, build trust, and raise potential retention red flags with Operations Management.
  • •Foster employee engagement through site/program activities and team-level morale initiatives.

Key Requirements

  • •At least 2 years of experience as a Team Leader/Team Manager in a BPO setup with banking and financial background
  • •Be able to work in MS Office
  • •Be able to work in a fast-paced environment
  • •Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • •Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • •Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Experience:2+ yearsBankingBpoCustomer service
Skills:MS Office
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor