Team Manager (Global Certificate Center)

The Role

Office engagement:

• Build effective working relationships with the offices getting to know individuals key clients and overall expectations

• Communicate with the Office as required to resolve issues or set priorities together

• Oversee office engagements & communications to ensure quality & effectiveness

• Proactively ensure new clients & renewals are effectively handled

• Engage and review each escalation and build effective strategy for future mitigations

People:

• Act as the direct supervisor for all your direct reports

• Ensure the goals and objectives of the region are clear and understood in a consistent way across the market teams

• Ensure all HR processes are followed according to guidelines and in a timely manner

• Manage resourcing in the short medium and long term to ensure the team is sufficiently staffed capable and motivated including doing succession planning - actively manage recruitment training and time off

• Coordinate leave requests across centers to make sure the team has sufficient coverage for the work.

• Participate in the recruitment process including sifting interview selection and hiring

• Support Market Leads on all aspects of Manila people performance and capability

• Hold effective 1on1s with direct reports at least monthly more often if required. Utilize coaching techniques where appropriate and capture and share key points and actions

• Facilitate engagement activities to drive performance and motivate individuals

• Review of staffing and capacity on quarterly basis; ensuring skills matrix is up to date.

• Ensure the team undertake necessary WTW training

• Hold regular huddles covering all locations ensuring that Market Leads are clear on their priority and any issues or changes are communicated

• Enable each individual in the team to meet their objectives and metrics targets. Identify and work with processors who are underperforming in terms of quality or productivity

• Ensure that individuals engaging with the office have the right skill level

• Create a culture of team work building a cohesive Regional team who are client focused and aligned on expectations

• Ensure work prioritization model is followed across teams/locations

• Manage/control unplanned leaves and attrition

• Process and technology:

• Drive team to demonstrate sense of urgency in completing work assignments based on TAT requirements

• Support the Market Lead with workloadmanagement and work prioritization

• Support the Market Leadson resourcing issues and set priority where required

• Ensure the appropriate measures reports and communications are shared with individuals or teams on an appropriate basis

• Ensure teams are following account specific guidelines and SOPs

• Promote strict adherence to Dispute Process guidelines and RCA

• Proactively identify process and technology issues and improvements that drive progress and maturity in the Center. Resolve them where possible or raise them in writing through the appropriate channels

• Achieve 100% compliance with BCP requirements

• Encourage ideation initiatives

• Behaviors

• Focus on service delivery and align all actions and decisions around the customer

• Focus on team success - be easily approachable and provide the support your team needs

• Act as a role model in all aspect of the job including: Customer focus team work coaching & development metrics focus timeliness attendance & appearance

• Create opportunity in the team for growth and development

• Show a vested interest in the organization & team demonstrating a positive can do attitude

The Team Manager will have objectives on the following (specific numbers to be designated in PeopleSoft):

• Regional turnaround time (TAT)

• Regional quality score right first-time metric & QSP Management and all actions under Quality Framework

• Regional productivity

• Issuance %

• Pending %

• Meet the values requirement as outlined by WTW

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The Requirement

A Team Manager is expected to be effective at:

• Managing relationship to create satisfaction even when the conversation is difficult

• Providing clarity of direction and able to prioritize conflicting deliverables
• Motivating individuals to meet their goals
• Coaching and mentoring so the team can develop
• Identifying diagnosing and solving problems at the root
• Communication - written verbal and non-verbal
• Critical thinking and analysis
• Time management and organizational skills
• A working knowledge of COD and an understanding of the core processes

WTW is an equal opportunity employer.