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Origination Support Team Manager- Makati

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Client Overview:

Our client is a fast growing asset and capital management business with over 150 professionals and international operations spanning Australia, New Zealand and the Philippines.

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Job Description and Qualification:

Mandatory Requirements
● Must have 3 years of leadership experience in a call center environment
● Preferred with AU/NZ accounts experience
● Ability to apply concepts and organize work
● Must possess procedure driven judgment to find the best solution in an issue
● Strong communication skills (written and oral)

Specific Responsibilities
● Directly manage a group of Origination Support Associates
● Develop new partnership/business via telephone and mass communication such as email and social media to introduce the company and identify appropriate
customers within the target market
● Liaise with the Sales Managers (AU & EMEA) & Business Development Managers in order to support & execute their administrative requirements
● Provide escalation help for Origination Associates
● Monitor employee attendance including receiving employee contact regarding non or late attendance.
● Assess and respond to requests raised through Cascade
● Provide daily direction and communication to employees so that Origination Support tasks are completed in a timely, efficient and knowledgeable manner
● Responsible for providing continual evaluation of processes & procedure by suggesting methods to improve area operations, efficiency, and service to both
internal and external clients
● Conduct call monitoring assessments for inclusion in scorecards and feedback to individuals on a monthly basis
● Conduct monthly/quarterly/annual performance reviews with direct reports
● Provide statistical and performance feedback and coaching on a regular basis to each team member
● Be available for employees that experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution
● Respond to and resolve employee relations issues expressed by team members
● Ensure employees have appropriate training and other resources to perform their jobs
● Create and maintain high quality work environment so team members are motivated to perform at their highest level
● Address disciplinary and/or performance problems according to company policy
● Assist the senior management team with the daily operation of the Manila office to include the development, analysis and implementation of staffing, training,
telemarketing, scheduling, and reward/recognition programs
● Work as a member/leader of special or on-going projects that are important to area/process improvement
● Performs other duties as assigned