Team Leader
RealPage
Cebu, Philippines
7d ago

Description The Team Leader coordinates the workflow of the Payment Operations and Quality Assurance teams in support of Payment Operations India work group.

The Team Leader is well-versed on all processes and procedures of payment operations (includes tasks / sub-tasks) and serves as a mentor and trainer to other team members.

In addition, also assists the manager with all general office duties, coordinate training procedures, project distribution, and scheduled reports.

In addition, the Team Leader is responsible for keeping team members motivated. This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths.

The Team Leader must present to upper management a regular analysis of documents received and development of the staff development.

PRIMARY RESPONSIBILITIES

  • Manage day to day operations of the Payment Operations team to ensure the groups deliverables are met
  • Research and resolve client / staff questions, issues and problems
  • Maintain seamless communication with the US counterparts and liaise with them on operational front regularly.
  • Handle the leave management for the team effectively and ensure a proactive communication is sent to the US staff.
  • Drive process efficiencies within the group every quarter.
  • Train and mentor new and existing staff members of the group
  • Step up to complete the tasks if the situation demands
  • Timely escalation to management of problem issues that may affect deliverables
  • Assist Manager in the evaluation of group / individual performance
  • Create and update management reports, as assigned
  • Conduct annual performance reviews for Payments Operations staff
  • Participate in the screening and selection process related to staffing
  • Participate in coaching and counseling staff; including terminations as needed
  • Additional assignments as required by management
  • REQUIRED KNOWLEDGE / SKILLS / ABILITIES

  • Minimum 5+ years of overall work experience
  • Minimum of 2 years of experience leading the BPO / ITeS Operations groups
  • Bachelor degree or equivalent is required
  • Must have good experience with Microsoft Office products (Primarily MS Excel & PowerPoint)
  • Excellent verbal and written communication skills (English)
  • Has a great attention to detail
  • Self-motivated and goal oriented
  • Experience in fast paced, production environment
  • Ability to learn and utilize new procedures and processes quickly
  • High level of organizational skills and ability to effectively prioritize group / individual tasks
  • Ability to multi-task and deal with a variety of unrelated issues at the same time
  • Able to communicate and work with senior management and staff
  • Patience and overall courteous behavior when working with internal and external customers
  • Able to motivate staff and maintain a positive attitude
  • Ability to work extended hours when needed to meet department deadlines
  • PERSONAL ATTRIBUTES

  • Must demonstrate good work ethics
  • Ability to multi-task
  • Comfortable dealing with a wide variety of skill levels
  • Good public relations skills
  • Ability to defuse tense situations
  • Willingness to view overall corporate policy
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