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Job Title :
Team Leader
Job ID :
Category :
Business Operations
Location :
PHQC-Manulife Building, Quezon City PH
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Summary

Team Leader ensures a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required and must determine long range goals and objectives to meet business operation expectations. This includes ensuring quality and quantitative standards are observed in meeting the goals and resolving them in a timely fashion. Coordinates and cooperate with the senior management and must facilitate in the evaluation and implementation of company policies and procedures.

Key Accountabilities

The Team Leader key responsibilities are:
  • Effectively and efficiently manage the day-to-day operation of the team and communicate foreseen/on-going 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
  • Assist immediate supervisor in coordinating 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 with regard to 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 Qualification to be hired:

Minimum Experience: 
  • Graduate of any 4-year Bachelor's Degree course (Internal/external)
  • Candidate must have a high meets or exceeds expectation performance rating in his/her current Unit
  • Candidate must not have any form of disciplinary actions for the past 6 months
Minimum Technical Skills:
  • Computer literate – ability to use the desktop computer system
  • Knowledgeable with MS office application (MS Word and Excel)
  • Candidate must have a basic presentation skill
  • Candidate must have a basic coaching skills
  • Candidate must have a basic BPMN knowledge
  • Candidate must have a basic WFO knowledge
Minimum Soft Skills:
  • Excellent written and verbal communication skills. Ability to converse effectively using English language
  • Ability to clearly understand and act on presented problem statement
  • Ability to compose a grammatically correct, clear and concise email
  • Candidate must demonstrate good problem solving skills
  • Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and meet tight deadlines
Minimum Qualification to Go-live:
  • Good understanding of Key Roles and Responsibility

About Manulife

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.

Business Operations
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