CRB NA Client Specialist Team Manager

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Department:

Operations

Job Summary

Description

The Role

Process & Stakeholder Management

Deliver/ Manage KPIs and metrics in line with the prescribed targets
Prioritize and organize work according to business priorities.
Develop an in depth understanding of the technical aspects of the process.
Driving process improvements within team for improved efficiency client experience or better risk controls
Periodic review of process risks and ensuring adequate controls are in place.
Meeting with stakeholders to discuss process related challenges and opportunities
Work with relevant stakeholders for effectively resolving escalations.
Leading projects / tasks E2E in coordination with onshore stakeholders

Resource Planning

Forecasting and planning of resource requirements
Manage resources efficiently through peaks and troughs in the business cycle.
Ensure contingency planning is in place for critical resources

People Management / Development:

Setting appropriate goals & expectations for the team and conducting regular progress reviews.
Work closely with individuals and groom them to their full potential.
Assessing and developing competency levels to make sure team members have the expertise needed to add value to the business.
Proactive identification of performance issues. Creating action plan and coaching them to improve performance.
Conduct 1-1 and team meetings in line with Operational Engagement Framework.
Managing attrition and absenteeism in the team

MI Reviews

Lead MI reviews for the business unit and manage related tasks ensuring delivery
Risk Assessment & Review
Ensure delivery of standardized policies procedures and service standards. Ensures these are
understood and followed by the business so that all aspects of risk management information security legislation and regulation are managed effectively

Responsibilities

Qualifications

The Requirement

Competencies:

Focusing on Clients
Working in Teams
Driving Excellence
Influencing Stakeholders
Developing Talent

Qualifications: Bachelors Degree Graduate

Skills:

Excellent verbal and written communication skills
Energetic enthusiastic individuals
Logical thinking skillset is a must
Ability to learn new processes and systems also should have the ability to adapt to changes
Ability to prioritize and organize tasks work within stiff timelines
Ability to work independently and as part of a team

Knowledge:

Proven track record of delivering excellent levels of Client Service across varied stakeholders through
a large operating function
Experienced leader with proven ability in managing a function to deliver an agreed set of
homogeneous processes

Eligibility Criteria

Minimum tenure of 24 months in the current process
Not on written warning for behavior or performance within the last 12 months (no CAF issued)
Internal Job Applicants (IJP) will follow WTW PH guidelines on eligibility requirements such as but not limited to:
No outstanding performance improvement plan (PIP)
Should not be under disciplinary action
Should have maintained a rating of 3 at least two years

WTW is an equal opportunity employer.

Required Experience:

Manager

DescriptionThe RoleProcess & Stakeholder ManagementDeliver/ Manage KPIs and metrics in line with the prescribed targetsPrioritize and organize work according to business priorities.Develop an in depth understanding of the technical aspects of the process.Driving process improvements within team for ...