The Customer Care Supervisor may be assigned to handle one or multiple TGLFC Products to ensure that all reporting personnel under him / her implement the schedule of activities as defined in the Customer Care Policy and related Customer Care Manuals / Memos.
The Customer Care Supervisor works directly with the President / CEO in ensuring a closed-loop and steady-stream management of the Operations Service Supply Chain and Customer Life Cycle identified as secondary functions of the Credit, Branch Operations, and Collections, The Partner Services Group will be also future built to centralize the handling of all incoming Customer Inquiries from both Online and Offline Channels.
JOB DUTIES AND ESSENTIAL FUNCTIONS
Team Supervision and People Administration
Aligns the day-to-day Operations Service Supply Chain.
Ensures that all reporting personnel adhere to company defined standards in attendance, code of discipline, and work ethics.
Handles the task assignments of all reporting personnel to ensure that all Customer Care Activities are deployed properly within the assigned schedule.
Manages the consistency of performance of all reporting personnel and addresses all relevant deficiencies from the Customer Care Policy and Standard Operations Protocols through feedback and coaching sessions, team huddles, and operational cascade of all related process and policy changes affecting the team.
Customer Care Activities Management
Ensures that all relevant schedule of activities for After-Sales Support are deployed properly.
Coordinates between Operations functions groups and Individual and Corporate Onboarded Accounts.
As necessary, creates measures in the management of Customer Care Activities and Services to ensure on-schedule processing in instances of increased portfolio for processing, lack of manpower, process challenges which directly prevents the implementation of the pre-scheduled activities.
Records and Documents Upkeep
Implements on-time and accurate reporting, documentation, filling and storage, and submission of all relevant reports as defined in related After-Sales Support Manuals / Memos
Process Improvement and Innovation
Works with the President / CEO to create Customer Care policies, manuals, and Standard Operations Protocols to influence operational efficiency and better bottom-line achievement of Customer Care KPIs.
Cross-Functional Support and Special Projects
Spearheads or may be assigned by the President / CEO to partner with inter-departmental or cross-functional groups in implementing Special Projects which can improve overall operational efficiency, portfolio asset quality, or decrease risks in general, as examples.
Years of relevant experience :
With at least 3 years of collective exposure from any of the following industries : Lending / Financing, Banking, Credit and Collections, Local BPOs focused on Debt Management, Underwriting, or Sales of a Financing Product
With at least 1 year of handling and supervision of at least 5 direct reports
With a general understanding of how the Credit and Collections Operations works