Team Leader II (Utility Billing)

Summary

The Team Leader II is critical in supporting and managing the team of Financial Account Managers I for both sites in Manila and Cebu who are responsible to the financial health and success of our clients. This role includes day to day management, leading and motivating team members, planning and organizing, workload allocation, reallocation, and guidance on prioritization.

In addition, the leader is expected to participate to key client calls that require expertise, building strategies and improving overall client experience, maintaining and generating required reporting for the business that can address reporting needs across varying audiences—client, RealPage, management and performance.

Primary Responsibilities

Responsibilities include but are not limited to:

• Ensure quality process results are driven through checkpoints and process steps
• Provide training for both new employees and ongoing training for the department
• Be a first escalation point for issues and stuck within the department
• Coordinate time off requests to ensure coverage is available at all times and there is no negative client experience
• Provide day to day management, leading and motivating team members, planning and organizing, workload allocation, reallocation, and guidance on prioritization
• Seek ways to improve process, systems through project management
• Enforce SLAs both on the team as well as internal and external stakeholders to the process
• Provide feedback and coaching to key areas for improvement tied to behavior and performance indicators
• Participate to key client calls that require expertise, building strategies and improving overall client experience
• Maintains and generate required reporting for the business that can address reporting needs across varying audiences—client, RealPage, management and performance
• Facilitates team building work
  
  
  

Required Knowledge And Skills

• At least 2 years of experience in project management, high level client service or account management experience to technology solutions, preferably utility Management function or financial solutions
• 2 years of experience in Leadership & Management experience handling complex products/technology, preferred
• Advanced knowledge of Microsoft Office products including Excel, Word and Internet Explorer with roles requiring business or solutions analysis