Team Manager

WTW


Date: 2 weeks ago
City: Taguig
Contract type: Full time
Description

The Role

Office Engagement

  • Cultivate strong working relationships with offices, understanding individuals, key clients, and expectations.
  • Communicate proactively with offices to resolve issues and align priorities.
  • Address escalations, developing strategies for future prevention.

People

  • Conduct effective monthly (or more frequent) 1-on-1s with direct reports, using coaching techniques and documenting key outcomes. Ensure timely HR process compliance.
  • Manage short, medium, and long-term resourcing (staffing, skills, motivation, succession planning), including recruitment, training, and time-off management.
  • Participate in all recruitment stages (screening, interviewing, selection, hiring).
  • Lead engagement activities to boost performance and motivation.
  • Ensure completion of required WTW training.
  • Enable team members to achieve objectives and metrics, addressing underperformance in quality or productivity.
  • Foster a collaborative, client focused IV team culture with shared expectations.

Process And Technology

  • Drive urgency in task completion according to turnaround times (TAT).
  • Ensure timely and relevant sharing of measures, reports, and communications.
  • Verify adherence to account-specific guidelines and Standard Operating Procedures (SOPs).
  • Promote strict compliance with Dispute Process guidelines and Root Cause Analysis (RCA).
  • Proactively identify and resolve process/technology issues for center improvement; escalate when necessary.
  • Ensure 100% Business Continuity Plan (BCP) compliance.
  • Encourage and support team ideation.

Behaviors

  • Prioritize service delivery and customer-centric actions.
  • Support team success by being approachable and providing necessary assistance.
  • Serve as a role model in customer focus, teamwork, coaching, development, metrics, timeliness, attendance, and professional appearance.
  • Create growth and development opportunities within the team.
  • Demonstrate a positive, proactive attitude towards the organization and team.

Qualifications

The Requirement

Education And Experience

  • 4-Year college degree in Business, Management, Finance or equivalent required.
  • Minimum of 2 years’ work experience in Property/ Non-Life Insurance is a must.
  • Proven experience in a team leadership or supervisory role within a call center setting.
  • Strong understanding of call center metrics and performance management.

A Team Manager Is Expected To Be Effective At

  • Relationship Management: Building satisfaction through effective communication, even in challenging conversations.
  • Providing clear direction and prioritizing conflicting deliverables effectively.
  • Inspiring individuals to achieve their goals.
  • Mentoring and coaching team members for professional growth.
  • Problem Solving: Identifying, diagnosing, and resolving root causes of issues.
  • Demonstrating strong written, verbal, and non-verbal communication skills.
  • Applying critical thinking and analytical skills.
  • Effectively managing time and organizing tasks.
  • Possessing working knowledge of COD and core processes.

WTW is an equal opportunity employer.

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