Service Fulfillment Team Leader

He/She/They will manage the Officers in providing email and case fulfillment support to Contact Center logged concerns. Accountable for the timely and accurate resolution and maintenance of Digital Banking cases referred by the different internal units as well. Responsible for the initial review of certain account maintenance prior to endorsement for approval of the Team Head. The Team Leader is also expected to monitor the Officers productivity without compromising quality and be able to recommend possible process improvements as well. Responsible to ensure that the processes and guidelines are properly executed by the team members.

The Responsibilities we will trust you with:

• Ensure that Service Level/Timeliness standards are measured and monitored as defined.
• Monitor work load of team members in order to ensure equal distribution of tasks and service level targets are met.
• Analyze reason for errors committed by the officers and come up with possible solutions to avoid or reduce error rate.
• Ensure team members are trained to effectively handle Digital Banking cases received clients.
• Conduct coaching and guidance to the Officers on top of regular performance review.

Your Qualifications and Your Experiences should be:

• Bachelor's degree holder or graduate of any four-year or five-year course
• At least 5 years of experience in Customer Service in a banking institution

You must be willing to work on site and be assigned in Ortigas.