Team Lead - Customer Care
- Taguig City, Metro Manila
- Permanent
- Full-time
- Manage a group of STD Claims Analysts.
- Manage the stakeholder expectation to support the operations from PGS procedures, and state & federal regulations to make appropriate, accurate, and timely decisions.
- Ensuring the Reporting in terms of team & individual training progress to superiors.
- Communicates strategy, company goals and deadlines to team. Motivate team members and assesses performance.
- Communicates concerns and policies among management and team members.
- Responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building the culture of innovation and process simplification.
- Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams.
- Responsible for reviewing new business, emails, processes, financial plans, analyzing products, and communicating with our Group Disability Team
- Managing the training & mentoring as per the business requirements.
- Act as a liaison between Compliance and various operations areas to
set forth by state and federal securities regulators. May assist analyst to research, respond and settle formal customer
complaints. * Maintain comprehensive knowledge of STD claims products and servicesoffered by B&P Group Disability Team * Handle escalated customer issues and complaints
- Provide coaching and development to team members
- Strong leadership and people management abilities
- Excellent communication and interpersonal skills
- Knowledge of disability laws and regulations (FMLA, ADA, state laws)
- Decision-making and problem-solving capabilities
- Experience with claims management systems
- Bachelor's degree preferred
- Philippine Registered Nurse (PHRN)
- Project management skills