Senior Team Lead

2 weeks ago


Taguig, National Capital Region, Philippines Infosys BPM Philippines Full time

Are you ready to make an impact? We are hiring for a Senior Team Leader to be a part of HR Group LOB under financial campaign in BGC, Taguig site.

Join Infosys BPM Philippines and jumpstart your career

Responsible for providing day to day leadership and motivation to drive performance of geographically distributed teammates. Ensure that Teammate Care meets service, quality, and performance metrics, while driving operational excellence and industry leading teammate experience.

Key Responsibilities:

Manage day to day operations for Teammate Care to ensure operational efficiency, while delivering superior teammate/ retiree experiences. Deliver daily direction and communication to the team to ensure all inquiries are answered within service levels and quality standards. Act as point of contact for escalations and use independent judgement for resolution within established guidelines.

Structured coaching to develop teammates to provide quality service for immediate needs and solutions for the future. Research documented and undocumented teammate complaints for validity, follow up with teammate when necessary, and deliver and track coaching when required. Utilize a variety of monitoring and coaching tools to ensure performance standards are achieved, while fostering an environment of teammate development and retention.

Act as a consultant to business segment/ function senior management, Center of Excellence (COE) and HR partners in the design and implementation of customized solutions to meet the business objective, including but not limited to, resolving technical, operational or risk management challenges. Have sound and comprehensive understanding of the business and organizational strategies and processes.

Partner with HR enablement team to improve policies, systems, procedures and provide input on initiatives, resolving issues and execute business objectives. Support adoption of technology solutions to enhance teammate inquiry management.

Demonstrated team leadership skills and the ability to build strong teams. Hire and develop teammates to drive teammate engagement and retention to achieve optimized performance.

Key Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum of 3 years of experience in HR operations, HR shared services, and/or other functional areas within human resources or a call center/shared services environment.
  • Proven leadership skills with a minimum of 4 years of management experience as a people leader with ability to exercise judgment in solving technical, operational, and organizational challenges in the context of business objectives and priorities.
  • Ability to analyze information and convert related activities into a comprehensive work plan.
  • Strong communication skills, including active listening.
  • Ability to multi-task, drive multiple projects and work independently in a fast-paced environment with changing priorities.
  • Proven ability to handle confidential, non-public, or otherwise restricted information with integrity.
  • Demonstrated problem-solving, time management and priority setting skills.
  • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products, especially Microsoft Excel.
  • Amenable to work on-site (Mon-Fri) observing US time zone. Preferably someone who can start immediately.

Preferred Qualifications:

  • Discipline specific certification.
  • PHR/SPHR/SHRM Certifications.
  • Experience with Workday and Workday Recruit.
  • Experience with Salesforce and ServiceNow.

Why Infosys BPM Philippines:

  • Quarterly Performance Bonus
  • 24 Leaves annually
  • Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
  • Outstanding career development opportunities and fast track career progression
  • Enjoy a fair work-life balance.
  • Learning and Development Trainings
  • We value Inclusion and Diversity
  • Great place to work certified.

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