Verifications Team Lead | Day Shift | Onsite | Cebu

Shape the Future of Financial Security – Lead the Charge in Business Payment Protection!

Our client is a pioneering force in business payment security, ensuring safe and reliable transactions worldwide. With a vast network of verified accounts and cutting-edge fraud prevention systems, they are the gold standard in financial exchange protection. By implementing multi-factor verification systems, they help businesses navigate the intricate web of payment compliance, safeguarding them against cybercrime and financial loss. With millions of vendors under their watchful eye, our client offers peace of mind and secure transactions in the ever-evolving digital landscape.

Job Description

In a fast-paced world where accuracy and efficiency are paramount, this role offers an unmatched work-life balance. As a Verifications Team Lead, you will be responsible for mentoring and developing a dynamic team of Verifications Analysts. Your leadership will be key to upholding best practices, ensuring that customer experience and operational goals are met with precision. By identifying areas for process improvement and driving innovation, you will enhance both the customer journey and operational efficiency. From streamlining procedures to presenting cost-saving initiatives, your contributions will have a direct impact on the company's growth and success.

Verifying a Bright Future – Lead, Innovate, Secure!

Employment type: Full-time

Shift: Day Shift, Mon - Fri, 06:45 AM - 03:45 PM

Work setup: Onsite, Cebu

Take Charge of Secure Processes – Lead the Team that Safeguards Success!

• Lead, develop, and mentor a team of Verifications Analysts to establish a high-performing culture, continuously upskilling them to meet best practice standards while achieving customer experience, verification, revenue, and profit targets.
• Develop and implement best practice initiatives that align with the full cycle of customer contact management, including acquisition, supplier verifications, service, retention, satisfaction, and relationship management.
• Collaborate with the Senior Verifications Manager and Customer Success Manager to identify strategies and process improvements that reduce customer issues and non-call work while simplifying non-value-add operational processes.
• Review, manage, and present direct and indirect cost-saving opportunities through regular assessments of the Verifications team's practices and processes.
• Ensure appropriate training, coaching, and support tools, processes, and procedures are documented and implemented across the Verifications team.
• Use call assessments to identify the top 5 service, product, process, or customer issues monthly, driving continuous business improvement.
• Identify and analyze supporting processes and systems to ensure quality outcomes are consistently achieved.
• Promote and implement process innovations that enhance customer experience and operational efficiency.
• Manage and improve customer experience KPIs, supporting ongoing satisfaction measures to ensure high performance and customer retention.
• Conduct regular one-on-one meetings with direct reports to ensure team member performance and development align with business expectations.
• Manage internal reporting and analysis of customer activity, operational performance, and budget performance to support informed decision-making.
• Ensure resources, equipment, and space planning are addressed ahead of schedule to meet operational needs.
• Facilitate teamwork across Verifications functions in the Philippines and Sydney to ensure timely and accurate completion of tasks.
• Provide support to the Senior Verifications Manager and serve as a leadership role model for other Philippines team leaders as needed.

Lead with Expertise – The Skills to Drive Financial Security Forward!

• Tertiary qualifications in Business Management or a related field are preferred.
• Work Experience
• Experience in developing customer contact operations and tactics.
• Strong numeracy skills in reporting and trend identification.
• Experience in operational management, including resource planning, workload management, and prioritization.
• Proven experience in people leadership, coaching, mentoring, skills development, and team training.
• Demonstrated ability in customer experience management and building efficient teams through continuous improvement processes.

Skills/Knowledge/Attributes

• Strong results focus, with a history of achieving process improvements.
• Proven ability in coaching, mentoring, and developing team members.
• Excellent relationship building and influencing skills.
• Strong communication skills to effectively interact with teams, customers, and suppliers.
• A solid customer experience focus.
• Ability to adopt company values and seamlessly integrate into the company’s culture.
• Professional, courteous, and personable, while remaining assertive and building trust and respect quickly.
• Exceptional time management and organizational skills.
• Superior analytical and problem-solving abilities.
• Ability to collaborate closely and effectively with key personnel within the company.

Reap the Rewards of Leadership – Unlock a Suite of Perks!

• HMO coverage upon regularization
• Competitive salary package
• Prime office location in Cebu
• Day shift schedule
• Unlimited employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves for personal use
• Fun and engaging activities
• Mentorship from global leaders
• Career growth opportunities through Emapta Academy
• Diverse, supportive, and growth-oriented work environment

Who are we?

At Emapta, we pride ourselves on offering more than just a job – we provide a lifestyle. Enjoy the perfect work-life balance with our flexible arrangements, empowering you to excel both personally and professionally. Embrace exciting global opportunities that broaden your horizons and enrich your career journey. We offer a competitive compensation package that acknowledges your talent and dedication.

Embrace flexible work arrangements and seize global opportunities to broaden your horizons. Emapta's competitive compensation package, combined with a vibrant work culture, will undoubtedly make your journey with us an exciting and fulfilling one. Take your career to new heights, gain exposure to diverse industries, and contribute to exciting projects while thriving in an environment that values your dedication and accomplishments.

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