Team Lead

1 day ago

Quezon City, National Capital Region, Philippines Patra Corporation Full time

About Patra

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

About this job

Reporting to the Sr. Manager of Assist Department, you will be responsible for helping to lead a team of Virtual Assistants supporting various US based clients. Working under the direction of the Sr. Manager of Assist, you will manage and direct the daily activities and performance of your team to support Patra's objective to become a leading technology company within the insurance industry.

Core Duties by Competency:

  • Knows the Business
  • Leads Others
  • Accountable
  • Team Player

Knows the Business

  • Act as subject matter expert for all work-related duties
  • Stay current on internal work processes, policies, and procedures
  • Attend required leadership development trainings
  • Support the recruitment team, conduct interviews, and endorse applicants to the clients
  • Strong leadership, people management, administrative support
  • Meet the client's requirements and deadlines, respond to emails.

Leads Others

  • Manage and direct the daily activities of the administrative specialists, including creative resource planning, recruitment, and performance management.
  • Provide operational guidance including the ability to train, coach, monitor, support, inspire, and promote discipline among the team members.
  • Provide regular feedback and coaching to the administrative specialists based on statistical or historical data coming from the clients.

Accountable

  • Maintain employee attrition and absenteeism within controllable limits
  • Weekly/monthly Manager's reports
  • Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team member and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and/or project-to-date.
  • Prepare daily/weekly and monthly performance action plans for the team members to address quality, client relationship and other performance metrics.

Team Player

  • Demonstrate company core values and culture
  • Interpersonal Skills:
  • Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
  • Promotes Culture of Respect & Safety:
  • Demonstrates commitment to personal responsibility and value for safety and respect; Communicates concerns
  • Uses and promotes safe respectful behaviors based on training and lessons learned

WORKING CONDITIONS

  • Work from home
  • Minimum internet speed of 25 mbps download and 25 mbps upload; Directly connected into modem; No satellite
  • Physically able to work night shift schedule / US hours

WORK STANDARDS

  • Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
  • Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
  • Subject to and expected to comply with all applicable Patra Corp policies and procedures

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.

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