Team Leader

5 days ago

Manila, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time

Team Leader Job Overview:

We're looking for an enthusiastic and dynamic Team Leader to join our fast-paced, high-performing operations team. In this pivotal role, you'll lead and inspire a team of 18-20 individuals, ensuring that performance goals are not only met but consistently exceeded. You will play a key part in driving operational excellence, managing escalations, and collaborating with clients to deliver exceptional results.

As a Team Leader, you will be responsible for fostering a culture of accountability and empowerment within your team. You'll drive performance through regular feedback and coaching, manage day-to-day operations, and ensure that our service levels consistently align with client expectations. This is an exciting opportunity for someone looking to develop their leadership skills in a growth-oriented environment

Business Environment:

Scope: Oversee day-to-day team performance, driving operational excellence, and ensuring our business objectives are consistently met.

Reporting To: Asst / Deputy Manager
Reportees: 18-20 Executives, Senior Executives

Qualifications and Technical Competencies:

Education

  • Must have completed at least 2 years at the college level or possess a degree.

Experience

  • Minimum of 2 years in a Team Leader role, managing a team of 15-20 members.
  • At least 5 years of work experience in Revenue Cycle Management (Registration, Claims Edit, Charge Review, Retro Reviews).
  • Proven ability to manage multiple priorities, think critically, and deliver excellent results.
  • Excellent communication, problem-solving, and leadership skills.
  • Demonstrated flexibility and dedication to maintaining the integrity of the organization.

Technical Competencies

  • Fluency in written and spoken English.
  • Intermediate/Advanced MS Office skills.
  • Working Knowledge of EPIC Tool is highly desirable.

Soft Skills

  • Exceptional verbal and written communication skills to manage client emails and internal team dynamics.
  • Strong ability to meet and exceed Key Performance Indicators (KPIs) and ensure smooth day-to-day operations.
  • Commitment to coaching and mentoring your team to achieve personal and professional growth.

Key Responsibilities:

Team Leadership & Performance

  • Lead and motivate your team to consistently meet and exceed performance benchmarks.
  • Provide daily guidance, share process updates, and conduct performance reviews to drive individual and team growth.
  • Identify opportunities for performance improvement and implement initiatives to boost overall team efficiency.
  • Oversee client escalations, analyze root causes, and work toward timely resolutions.
  • Foster a collaborative and customer-centric culture within your team, ensuring quality service and compliance.

Operational Excellence

  • Drive team performance in line with contractual KRAs and ensure high-quality outcomes.
  • Regularly monitor critical metrics such as Customer Satisfaction (CSAT), Average Handle Time (AHT), and Quality Scores, and use feedback to coach team members toward improvement.
  • Lead by example by fostering a positive, results-oriented work environment and promoting best practices.
  • Take ownership of change management and ensure clear communication of system outages or issues to all relevant stakeholders.

People Management & Development

  • Provide consistent, actionable feedback to team members and assist with career development and growth.
  • Maintain an open line of communication with the team, addressing performance issues and encouraging a team-first mentality.
  • Ensure alignment with the company's vision, mission, and goals while upholding a positive and inclusive culture.
  • Encourage personal development and recognize top performers to create a motivated and high-achieving team.

Client & Organizational Impact

  • Build and maintain strong relationships with clients, ensuring satisfaction and addressing concerns swiftly.
  • Support your team's success while helping other units and departments when needed.
  • Uphold company values and culture while ensuring all operational functions are in line with QMS and ISMS policies.
  • Champion a diverse and inclusive work culture that nurtures professional and personal growth.

Additional Requirements:

Mandatory

  • Excellent leadership and team-building skills.
  • Strong verbal and written English communication skills.
  • Willingness to work flexible shifts, including rotating days and nights.
  • Ability to thrive under pressure and meet deadlines.
  • A passion for customer satisfaction, going above and beyond to exceed expectations.
  • High attention to detail and a commitment to accuracy.

Desirable

  • Proven people management and coaching skills.
  • Strong problem-solving and analytical abilities.
  • Ability to handle competing priorities in a fast-paced environment.
  • Demonstrated leadership in managing both individual and team performance.
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