Fulfilment Team Manager

Full time

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• Ensure that the Fulfilment team (Verifications and QA) are meeting their performance standards and team targets and identify areas for improvement and implementing corrective action when they are not being met.
• Lead, coach and mentor direct reports by providing guidance, training and performance feedback so that they can instil the same approach with their own direct reports.
• Driving a high performance culture by ensuring that expectations are clearly communicated and reinforced in a positive fashion.
• Develop and implement strategies to optimise fulfilment processes to create operational efficiencies and quality improvements in service delivery.
• Monitor key performance metrics, such as response times, resolution rates and customer satisfaction scores and take proactive measures to maintain high standards of service.
• Drive company values, policies & procedures
• Serve as a point of escalations/ complaints for complex or high priority customer cases, working closely with cross-functional teams to deliver a prompt resolution.
• Responsible for supporting the Team Leads in being at goal with their Metrics and Targets including quality standards.
• Identifying the need for, and implementing and managing performance improvement plans when targets goals are not being met by team members.
• Collaborate with quality assurance to identify and address recurring areas for improvement in service delivery and/or agent responses.
• Collaborate with the Product Team to identify and address recurring product issues via top ticket driver analysis (where related to product).
• Collaborate with the Implementation team to ensure that Key Customer requirements are documented and appropriate support processes are implemented relating to any custom processes.
• Compiling reports on overall team performance including service level adherence, daily/weekly and monthly.
• Develop and implement appropriate quality assurance processes to identify team performance gaps in order to address them.
• Monitoring team attendance and approving timesheets in accordance with business rules.
• Keep abreast with industry and market trends and best practices
• Responsible for raising Continuous Improvement feedback to relevant teams and or stakeholders.

Key Requirements

• Minimum of 2 years experience in a Senior Team Lead or Asst Operations Manager role.
• Experience in analysis and application of Continuous Improvement process.
• Experience in managing service delivery in a high-volume environment with a multi-faceted operations team and working to deliver to tight deadlines across multiple time zones with a 24/7 hours of operation.
• Experience in qualification verifications in a background screening firm would be an advantage.
• Experience managing blue-chip customer expectations and managing multiple stakeholder expectations.
• Excellent written and oral communication skills.
• Excellent time management skills and ability to prioritise tasks.
• Good to have experience in automating quality assurance processes.

Measures of Success

• Team QA Score - 40% Weight
• Team SLA Score - 40% Weight
• Team Reliability - 10% Weight
• Coaching Compliance - 10% Weight
• 40% Qualitative (Values Based)
• Challenge the Norm - 25% Weight
• Treat People Well - 25% Weight
• Walk the Walk - 25% Weight
• Bring Out the Best - 25% Weight

Development Objectives

• 0-3 Months
• Build internal relationships with Customer Support Manager, Customer Success Lead and other peers in Cebu.
• Develop an intimate understanding of the administration platform and the verifications processes, including the quality assurance processes.
• Build understanding of the relationship of Verifications success to the customer’s experience.
• Ensure daily, weekly, monthly Operation cadence of Shift Leads, Team Leads, Fulfilment Business partners are met without negotiation.
• Prepare and attend the internal Mypass Business Reviews.
• Analyse gaps in the verification process.
• Analyse the Team Lead and Shift Lead development level.
• Analyse Workforce Staffing required to implement the Escondida Profile Validations.
• Outline policies related to Verification conduct that requires to be added to the PH Code of Standards and Matrix.
• 3-6 Months
• Propose and Implement Solutions for gaps identified in the Verifications Process.
• Rollout and implementation of Fulfilment PowerBI Dashboard.
• Implement Behavioral/Conduct and Performance Management.
• Develop plan alongside OP4 Team to enhance the QA workflow and process within the AP4 environment.
• Maintain Workforce staffing management as new customers onboard with Mypass.
• 6-12 Months
• Develop the structure and plan to transition for QA Automation.
• Sustain a High Performing team from VO to Leads.
• Be updated with the RTO updates.
• Sustain the operation rhythm.
• Come up with succession planning from Top -Down, from Team Lead down to the Verification Officers.

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a team manager?

Do you have customer service experience?

How many years of people management experience do you have?

How much notice are you required to give your current employer?

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