Team Leader (w/ BPO and HR exp)

Required Qualifications:
Bachelor's degree or equivalent work experience.
> 2 to 3 years experience in HR in any scope (i.e comp and ben, recruitment, sourcing)
> 3 to 5 years of Team Leadership (Operations) BPO/shared services environment
Proven leadership skills, a people leader with the 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 and drive multiple projects.
Ability to 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

Preferred tools experience:
Workday and Workday Recruit
Salesforce
ServiceNow

Other Key Qualifications:
Amenable to work in shifting schedules.
Amenable to work ONSITE (TAGUIG).
Able to start ASAP

Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Lead a team of 15-25 geographically distributed teammates and ensure adequate phone and email coverage is in place for area of responsibility.

2. 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.

3. Handle administrative tasks such as teammate time sheets, tracking time off, performance reviews, development plans and corrective action up to and including termination. Ensuring equal accountability for all teammates.

4. Build and maintain smooth hand-offs of complex cases to specialist teams for resolution.

5. 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.

6. 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.

7. 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.

8. Ensure that teammates are following established policies, procedures, guidelines, regulations and laws to protect both our teammates and Truist from any unnecessary risk, following the established risk management practices to meet compliance and audit requirements.

9. 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.