Transaction Team Leader

Discover your 100% YOU with MicroSourcing!

Position: Transaction Team Leader

Location: Global One, Eastwood Libis, Quezon City

Work setup & shift: Onsite l Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role:

As a Transaction Team Leader You Will

• Embody the client's Safety Vision “Think SAFE, Work SAFE, Live SAFE” and Safety Expectations within all facets of the site and role
• Ensure a safe workplace for all staff, visitors and customers reporting all risks / hazards / incidents / near misses and accidents.
• Actively participate and facilitate safety risk assessments including Ready for Start-up Review (RFSR), HAZOP, MOC, HAZID and Design reviews
• Participate in the Emergency Response Plan (ERP) and help facilitate activities that are planned for the site.
• Understand the client's Critical Risks, the Controls and Enablers as per the Critical Risk Handbook and how they pertain to your role.
• Ensure all staff, visitors and contractors operate within the client's safety rules including Permit To Work (PTW) requirements Communication and Safety:
• Communicate and promote the client's philosophy of customer satisfaction through the "Yes We Can" value commitment.
• Promote and encourage a Safety-First approach
• Have a clear understanding of the Safety Management System and ensure that all personnel under the control of this position have been trained in its operation
• Reporting all risks / hazards / incidents / near misses and accidents
• Removing or modifying any unsafe processes or systems Team Leadership & Supervision
• Lead and manage a team of Admin Officers ensuring high performance and alignment with KPIs
• Provide guidance, training, and professional development opportunities for team members, fostering a culture of accountability and collaboration
• Ensure that individual and team KPIs are achieved by each team member
• Mentor and coach team members on processes
  
  

Team Leadership & Supervision

• Lead and manage a high-performing team of Admin Officers, ensuring consistent achievement of individual and team Key Performance
  
  

Indicators (KPIs)

• Mentor, coach, and guide team members on process best practices, providing targeted training and professional development opportunities to foster a culture of accountability and collaboration.
• Drive performance improvement by actively monitoring team output and implementing corrective actions to meet service level agreements (SLAs).
  
  

Core Transactional Oversight & Quality Assurance

• Manage the daily review and conduct Root Cause Analysis (RCA) of all transaction errors (including order and credit errors), providing strategic reports, actionable insights, and a proactive improvement plan to prevent recurrence.
• Ensure the timely and accurate processing of all incoming orders (online, email/fax) and associated documentation.
• Oversee and enforce the timely and accurate creation of new Customer accounts in Pronto (or similar ERP), including post-account creation activities.
• Ensure all master data updates are processed efficiently, including GSA/BSA resign information, additional location/product setups, and customer detail changes (address, phone, etc.).
• Manage the effective investigation and processing of manual adjustment requests and ensure branches' daily batches are reconciled promptly.
  
  

Stakeholder Collaboration & Service Delivery

• Act as the primary point of escalation for complex or dissatisfied customer issues that cannot be resolved by the Admin Officers.
• Liaise effectively with internal stakeholders, including Customer Service, Operations, Sales, Accounts Receivables, and Finance, to efficiently resolve customer requests and ensure expectations regarding Quality Assurance (QA) and SLAs are consistently met.
• Process and direct customer requests to the appropriate departments, ensuring professional handling, thorough follow-through, and final resolution for every enquiry.
• Collaborate with the Admin Support Manager to develop and implement plans for continuous service improvement across all internal and external customer interactions.
• Maintain accurate and timely record-keeping (e.g., customer notes) and prepare essential documentation for internal reviews, audits, and compliance checks.
• Other tasks assigned by Manager as required from time to time
  
  

What You Need

Non-negotiables

• Minimum 3 years of supervisory experience in administrative or operational management, preferably in a customer-facing or service-based environment.
• Prior experience in credit, claims, or billing-related functions (utilities, gas, or logistics sector preferred).
• Strong analytical and investigative skills with sound judgement and problem-solving capabilities.
• Proficient in ERP and billing systems (e.g., Pronto, SAP, Oracle).
• Advanced proficiency in Microsoft Excel (VLOOKUP, pivot tables, data analysis).
• High level of accuracy and attention to detail.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and professionally.
• Demonstrated ability to lead teams, manage competing priorities, and deliver outcomes in a fast-paced environment.
  
  

Preferred Skills:

• Process Optimization (Lean/Six Sigma): Methods for error reduction and continuous improvement.
• Change Management: Leading teams through operational and system transitions.
• Advanced Data Visualization (BI Tools): Transforming data into strategic insights.
• SLA/KPI Management: Proven success achieving high-volume service targets.
• Advanced Conflict De-escalation: Expertly resolving complex customer escalations.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply