Job Information

Job Req Number:

Time Type: Full Time

Position: BSS Control Tower Team Leader

Department / Location: MNL ISSC - Business Support Services Control Tower

Line Reporting: Business Support Services CT Manager/Supervisor

Key Tasks & Deliverables

• Responsible for meeting the team’s KPI performance and ensuring processes comply with the approved SLA.
• Responsible for team members’ performance and development plan through coaching and mentoring.
• Conduct team meetings and daily huddles to ensure alignment of process understanding and address non‑compliance to SLA.
• Facilitate performance review calls with stakeholders and ensure that performance reports are provided on a timely manner.
• Address performance issues and coordinate with human resources when necessary.
• Support the Supervisor/Manager in meeting set KPIs.
• Recommend improvements to the SOP, in...