Verifications Team Lead

Join Us in an International Role: WorkLife Balance Like No Other!

Here we understand the importance of maintaining a healthy worklife balance and enjoying the exceptional perk of having free hours to yourself after your shift allowing you to focus on what truly matters in your personal life. Say goodbye to overtime and hello to quality time with family hobbies and selfcare. As a Verifications Team Lead you will be responsible for ensuring that supporting processes and systems are identified and analyzed to achieve quality outcomes. You will review and promote any process innovations or improvements aimed at enhancing customer experience and operational efficiency. Additionally you will oversee and enhance various customer experience Key Performance Indicators (KPIs) and implement ongoing measures to ensure high performance and customer retention. Make the most of your career without sacrificing your personal life and be part of a company at the forefront of fraud prevention!

Formal Education

• Tertiary qualifications in Business Management or a related field are preferred.
  

Work Experience

• Assisting with the development of customer contact operations and tactics.
  
• Strong numeracy skills around reporting and trend identification.
  
• Operational management role including resources planning and allocation workload management and workload prioritization.
  
• Experience in people leadership coaching mentoring skills development & training of teams.
  
• A proven ability at customer experience management and being able to build an efficient team through management of continuous improvement processes.
  

Skills/Knowledge/Attributes

• Results focus demonstrated history of achieving process improvements.
  
• Coaching mentoring and developing team members.
  
• Relationship building & influencing skills.
  
• Communication skills that allow for interactions with all Eftsure Teams customers and suppliers.
  
• Customer experience focus.
  
• Ability to adopt company values and adapt to Eftsure s culture.
  
• Professional courteous & personable whilst remaining assertive building trust & respect quickly.
  
• Excellent time management capability and organizational skills.
  
• Superior analytical and problemsolving skills.
  
• Ability to work closely and effectively with key personnel within Eftsure.
  

What awaits you in this role

• Lead develop and mentor a team of Verifications Analysts to establish a highperforming culture and ensure continuous upskilling to the standard of best practice Verifications Analysts supporting the entire Verifications team in achieving customer experience verifications revenue and profit targets.
  
• Develop and implement best practice initiatives to align with the full cycle of customer contact management including customer acquisition supplier verifications service retention satisfaction and relationship management.
  
• In consultation with the Senior Verifications Manager and Customer Success Manager identify strategies and process improvements to reduce customer issues and noncall work and simplify nonvalueadd operational processes and procedures in Verifications.
  
• Review manage and present direct and indirect cost savings opportunities through regular reviews of the Verifications teams practices and processes.
  
• Ensure appropriate training coaching support tools processes and procedures are documented and implemented in the Verifications team.
  
• Use call assessment to identify the Top 5 service product process or customer issues monthly to drive continuous improvement in the business.
  
• Ensure supporting processes and systems are identified and analyzed to enable the achievement of quality outcomes.
  
• Review and promote any process innovations or improvements that will enhance customer experience and operational efficiency.
  
• Manage and improve a range of customer experience KPIs and support ongoing customer satisfaction measures to ensure good performance and customer retention.
  
• Conduct regular 1:1 meetings with direct reports to ensure team member performance and development align with business expectations.
  
• Manage specialized internal reporting and analysis for customer activity operational performance and budget performance.
  
• Ensure resources equipment and space planning are identified ahead of schedule to ensure availability as needed.
  
• Facilitate teamwork across Verifications functions in the Philippines and Sydney to ensure timely and accurate completion of all tasks.
  
• Provide support for the Senior Verifications Manager and role model leadership attributes for other Philippines team leaders as needed.
  

Why choose us

• HMO coverage upon regularization
  
• Prime office location (Quezon City)
  
• Competitive salary
  
• Day shift schedule
  
• Direct exposure to international clients
  
• Standard government and Emapta benefits
  
• Realistic career growth opportunities
  
• Upskilling through Emapta Academy
  
• Diverse and supportive work environment
  

Whom you ll work with:

Our client stands at the forefront of businesstobusiness payment fraud prevention. Theyre on a mission to safeguard businesses against fraud and error in the payment process. Their cloudbased platform empowers businesses by verifying supplier data streamlining onboarding processes and ensuring the accuracy of vendors banking and compliance details. Join a team thats reshaping how businesses protect their financial integrity. Here youll be part of a team trusted by over 2000 businesses impacting their financial security directly. Embrace the opportunity to provide realtime alerts and notifications about potential fraud or errors enabling businesses to act swiftly and secure their interests.

Who are we

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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