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Job Summary :
The Team Leader is responsible for managing the day-to-day operations while ensuring that service levels are met, accurately reported and coordinating with Manila on all processes, reports, activities and concerns.
He is responsible for providing leadership and support to staff to ensure a highly motivated and cohesive team.
Key Accountabilities :
Effectively and efficiently manage the day-to-day operation of the team and communicate foreseen / ongoing issues affecting service level, create action plan to mitigate risks
Ensure service levels are met or exceeded and are reported visibly - often
Act as a product and process knowledge resource to associates on the production floor
Coordinate team resources, monitoring team activities and preparing reports
Perform other Workforce Management duties schedule management, leave management, report management, compliance management and training logistics
Review, collect and summarize quality control and business reports
Leadership, support, motivation, coaching and development of staff; building a high performance and cohesive team
Manage performance review deliver ongoing feedback and deal with employee issues
Identify and define training and development needs of the department and develop strategic approach to act on identified needs
Participate in recruitment and interviewing process of associates
Share information and contribute to the ongoing improvement of standards, policies and procedures.
Encourage commitment and engagement among team members
Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team
Partner with HRM regarding HR issues and concerns including disciplinary action cases
Assume accountability for all critical escalated issues within the team
Create, implement and supervise team / departmental projects to ensure achievement of defined objectives.
Conduct meetings to disseminate announcements, discuss policies and calibrate processes
Such other duties and functions as assigned by Operations Management
Minimum Skills Requirement to Hire :
The candidate :
Must have at least 2 years of experience in a management role
Must have at least 1 years of experience as a Trainer, Subject Matter Expert or Quality Analyst
Must meet job expectations and pass all performance metrics in his latest role
Should not have any attendance issues
Should not have been given disciplinary action
Bachelor’s degree of any course
Technical Skills :
Good understanding of BPMN
Basic to intermediate project management skills
Basic workforce management skills including but not limited to forecasting, capacity planning and scheduling
Soft skills :
Customer service and relationship management skills
Excellent communication and presentation skills
Prioritization and activity management skills
Coaching, people and performance management skills
Excellent analytical, data gathering and problem-solving skills
Hiring and recruitment skills
Preferred Qualifications :
Successfully completed leadership training or mentorship program
LOMA Level 280 Passer or higher
Successfully implemented at least 1 process improvement initiative
Minimum Skills Requirements to Go-live :
Knowledge of the different MLI products supported by Claims operations in Manulife
Demonstrated knowledge and understanding of claims processes
Ability to provide production support and handle process escalations
Knowledge of system requirements and policies
Completion of New Manager’s Orientation
Demonstrated ability to complete reporting requirements in a timely manner (Operations Report, Trend Report, Administration Reports and Tasks)
Tool-specific : BPMN Suite
Work Distributions Systems (e.g. AWD)
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions.
We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers.
At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation.
Information received regarding the accommodation needs of applicants will be addressed confidentially.