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Job Title :
Team Leader
Job ID :
1803770
Category :
Business Operations
Location :
CEBUMBPS-Manulife Building, Lapu Lapu City PH
Job Type :
Full Time
Posted On :
4-12-2018
Job Description :
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.

General Accountability:

This position is accountable for the day to day management of the team, ensuring internal and external customers receive consistent, excellent, cost effective service by providing leadership, consulting, coaching, support and focus to the team.  This position is responsible for building and maintaining productive, efficient and knowledgeable individuals whose objectives support the business through a quality driven customer service culture.  
Responsibilities:
  • Provide leadership, motivation and support to ensure established objectives for service, quality and productivity are achieved in a rapidly changing environment. This includes setting team and staff performance objectives that support MBPS’ strategic objectives.
  • Through recruiting, training, coaching, mentoring, team building and development opportunities, build a high performing cohesive work team that delivers quality service.
  • Ensure that service issues and inquiries are resolved promptly, professionally and courteously.
  • Build a good working relationship with business unit counterparts through efficient handling of day-to-day operations, minimizing escalations, and practicing results-oriented governance
  • Adhere to Operations Standards and ensure audit requirements are submitted accurately and on time
  • Coordinate operational functions such as workforce planning and quality measurements.
  • Participate directly in continuous improvement projects.  Identify service and productivity improvement opportunities within the team and manage change as required.
Qualifications

Qualifications: 
  • Minimum of 1-year tenure in current role
Competencies:
  • Excellent communication skills, written and oral
  • Creative problem-solving skills with an ability to identify trends and recommend/implement solutions to on-going issues. 
  • Excellent organization, time management and multi-tasking skills
Problems/Challenges:
  • Managing and leading in a complex, fast-paced, dynamic work environment while ensuring the delivery of high quality customer service.
  • Allocating and prioritizing resources in high volume situations.
  • Maintaining up to date knowledge about the business, policies, products and service in a rapidly changing environment.
  • Positively impact employee performance and productivity through effective management and leadership of the team.  
Position Dimensions (Organizational Impact):
  • Scope is broad and critical and is highly visible to internal management and external stakeholders due to the following:
  • Ineffective management and team leadership can directly impact staff turnover, quality, and the timing of service thus having a major impact on profitability.
  • This position has a major impact on customer perception especially when dealing with difficult customer service situations.
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.

Category:
Business Operations
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