Job Description
Role and Responsibilities
- Directly reports to an Operations Manager
- Monitor Team's production and SLA delivery
- People and workforce management
- Monitors performance, capacity and capability
- Manages utilization and allocates time of each team member effectively
- Discuss and ensures development plan for each team member
- Manages team member’s behavior and reinforce compliance to company policies and procedures
- Coach and/or mentor the team members
- Establishes and maintains processes and procedures, documentation and internal controls in his/her team
- Updates his/her job knowledge within and outside his/her unit
- Attends to client and partner’s needs and concerns
- Monitor the issue logs raised by the client and partners and review each issues with other stakeholder for resolution
- Provide mentorship, training, and coaching to the team
- Lead by example by demonstrating the highest standards of ethical behavior
- Monitoring and reporting team performance
- Work with quality, Special Force Unit and International Operations units to identify, recommend and implement process improvement projects
Qualifications and Education Requirements
- Must be BS Accountancy graduate
- At least 3 to 4 years in Supervisory or Team Leader role
- CPA is a plus but not required
- Preferably someone who has knowledge and experience in a backend BPO set up
- Excellent written & verbal communication skills
- Strong leadership skills with an ability to motivate direct reports
- With project management, process improvement and operational excellence skills and experience
- Preferably with accounting software experience
- Preferably with end to end accounting process experience
- Should have a good understanding of generally accepted accounting principles and internal controls
- Can work independently
- Works fast and very agile
- Detail oriented
- Dives process improvements, operational excellence and projects