Pioneer Team Leader

Overview

We’re Hiring: Pioneer Team Leader - Product Specialist Support

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered

We are currently on the lookout for Pioneer Team Leader - Product Specialist Support to join our team at Cloudstaff, the #1 workplace everywhere Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant

Key Details

Role: Pioneer Team Leader - Product Specialist Support

Work Arrangement: Work from Office

Location: Philippines - Makati

Schedule: Morning shift

Key Responsibilities

• Lead and Manage the PSS Team: Oversee the day-to-day operations and performance of the Product Specialist Support teams, including Senior PSS and Executive Support, ensuring all tasks are completed accurately, on time, and in line with compliance and support standards.
• Drive Operational Excellence: Ensure timely and accurate submissions of applications, settlements, and case updates by proactively managing workflow allocation, task queues (including case queue, PSS mailbox, PS-PSS channels, and Help channels), and turnaround times.
• Coach, Support, and Develop Team Members: Provide regular coaching, feedback, and guidance to team members to promote skills development, accountability, and high performance. Identify training gaps and support learning retention through structured upskilling.
• Maintain Compliance and Process Adherence: Ensure all team members follow established processes and lender requirements. Promote a ‘right first time’ approach to reduce errors and rework, and deliver improved customer and lender outcomes.
• Escalation Management: Act as the primary escalation point for internal stakeholder concerns related to task quality, accuracy, or timeliness. Work collaboratively to resolve issues effectively and reinforce best practices within the team.
• Stakeholder Collaboration: Collaborate with internal teams, including Product Specialists and Operations Support Leadership, and external stakeholders such as lenders, to communicate important updates, streamline processes, and improve submission quality and settlement timelines.
• Team Productivity and Engagement: Foster a supportive, inclusive, and high-performing work environment by celebrating team wins, motivating team members, and helping individuals reach their professional goals.
• Reporting and Performance Monitoring: Track and report daily and weekly KPIs to Head of Manila Operations. Monitor compliance with SLAs, quality metrics, and audit outcomes, using data insights to drive performance improvements.
• Ensure Workload Coverage: Monitor team’s workflow in real-time to ensure all tasks are addressed within SLA and no work is left unattended. Assign tasks appropriately across the team including Senior PSS and Executive Support, based on capacity and expertise.
• Lender Material and Process Updates: Ensure all lender processes, templates, and resources are up to date by proactively updating documentation or delegating updates to Senior PSS or Executive Support when bandwidth allows.
• Address Behavioural Issues: Identify and correct any unwanted behaviours or performance issues in alignment with the Head of Manila Operations to uphold Valiant’s standards and expectations.

Qualifications and Requirements

• Exceptional written and verbal communication skills, with the ability to clearly convey updates, feedback, and coaching points
• High attention to detail and accuracy, particularly in reviewing application submissions, settlements, and lender communications
• Strong desire to deliver an exceptional experience for both internal and external stakeholders, including Product Specialists, lenders, and customers
• Customer-focused with a natural ability to build meaningful and professional working relationships across teams
• Confident, empathetic, and solution-oriented when handling escalations and supporting team members through challenging situations
• Excellent time management and organisational skills; able to manage competing priorities, team workloads, and operational deadlines
• Adaptable and flexible in a dynamic, fast-paced environment with shifting demands and multiple stakeholders
• Demonstrated leadership capability and the ability to coach, mentor, and develop team members across different levels
• Deep understanding of the importance of process compliance and quality assurance, with a track record of maintaining high standards
• Professional, respectful, and resilient in all interactions – whether with team members, internal stakeholder