Team Leader

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

OVERALL PURPOSE:

Sun Life Global Solutions is an offshore based contact centre, established to assist the on- shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries through telephone, chat and email for Group Retirement Services’ clients, third party callers, advisors, spouse and trustees.

The Team Leader provides consistent quality customer service experience by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the SLGS Operations performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast-paced environment. S/he pro-actively enforces the operations goals, policies and procedures, implements standards in the company’s training and development, support agents, handles escalations, and monitors the queue.

The Team Leader directly reports to his/her Operations Manager and works in conjunction with administration

SPECIFIC ACCOUNTABILITIES:

 Direct Leadership – Directly manages a team of CCRs in their day-to-day discharge of their duties and responsibilities in the operations. Ensure that the following are provided and completed: Coaching sessions with CCRs: 1. Weekly observation and quick coaching and 2. Monthly results coaching equipping the CCRs with the knowledge, training, experience, tools and technology needed to achieve the required business results. Plotting programs in their development plan. Coaching and mentoring CCRs to develop their competencies and position them for success. Responsible for ensuring the retention of employees in his/her team as per the set goals. Analyze metrics to take appropriate and timely action (daily, weekly, monthly) to manage team performance. Clearly communicate the messages to the team. Ensure that CCRs meet and exceed their Service Level Agreement targets (Average Handling Time, Core of Customer Care, CCR SAT, Accuracy, Reliability and Adherence). Monitor the Early Warning Signs of CCRs attrition which shall be liaised with Operations Manager and Operations Director. Conduct daily pre-shift and in-shift huddles.

Floor Management Ensure that there is enough coverage of support on the floor; that all CCRs are provided with enough assistance to immediately address their concerns and questions regarding their voice and chat processes and procedures for all Group Retirement Services skills.

Assistance to Management and other Priorities Provide simple technical support, update daily tracker, attend weekly operations meetings, generate report and provide support and/or assistance needed by the management and CCRs. Participate and attend the monthly team meeting with the Operations Manager and other Team Leaders. Liaise and coordinate with other supervisors regarding business processes, system, and policies and extend supervisory assistance to the team of the respective Team Leader if the latter is not available.

QUALIFICATIONS AND COMPETENCIES REQUIRED:

Technical Skills

• Proficient Windows knowledge
• Proficient keyboarding skills.
• Operations Writing speed of 25 words per minute with an accuracy of 95%.

Core Competencies

• Collaborates Effectively – partners to deliver on team and organization goals.
• Communicates Confidently – Shares relevant information in a direct, compelling, and transparent fashion. This is in horizontal and vertical structure.
• Focuses on the Clients– Builds relationships with clients by understanding and responding to their needs and ensuring fair treatment.
• Takes Accountability – Sets and achieves stretch objectives.
• Understands our business – Knows the fundamentals of the SLF business.

Leadership

• Attracts, develops, and retain talents – Ensures a ready and skilled supply of talent to meet current & future business needs.
• Participates & promotes employee retention & development.
• Builds and applies self-insight – Seeks self-awareness, taking action to build trust and credibility.
• Drives for action – Acts quickly and decisively to seize business opportunities.
• Embrace differences – Appreciates and leverages diversity (e.g. culture, abilities, and perspectives)
• Generates innovative solutions – thinks creatively to positively impact the business.
• Leads change – Inspires a shared vision and models the way.
• Manages complexity – Maintains momentum by managing dilemmas and dealing well with ambiguity.
• Thinks and acts strategically – Creates competitive advantage for the organization.

Assets:

• Understanding of Group Benefits and GB Operations
• Previous experience in a Six Sigma and/or Lean environment
• No Philippine Holidays
• Follow Canadian Holidays
• Complex account

GENERAL CRITERIA FOR INTERNAL JOB APPLICATION:

Rating Criteria: The last annual performance rating for 2024 should be Strong Contribution or higher

Tenure Criteria: Internal applicants should have at least one (1) year tenure in their current role before effective date of IJP roll out

• Must be a regular employee
• Minimum Band Level of 4B
• Minimum monthly average rating of 3 for the last six months
• Those who are on Corrective Action/Performance Improvement Plan, and Disciplinary/ Administrative case during or within3 months prior to the roll out of the IJP results are not eligible to apply for IJP
• Excellent track record on attendance, punctuality, and reliability for the last six months

Additional Criteria/ Information

• For 4B it’s a vertical movement, while for 5A and 5B it remains a lateral movement. For the vertical movement to 5A – min.12 months should be as a 4B.
• Short listed Applicants who meet the eligibility criteria will be interviewed by an interview panel. Details on this matter shall be discussed before the interview.
• Selected candidates to remain part of GRS team for minimum of 12 months and will not be eligible to apply to another IJP during this period.
• Scorecards from previous months will be considered to fulfill the minimum requirement for the next progression. Band level would remain the same until minimum 12 months duration from the last progression date is completed.
• Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.

Job Category:

Call Centre

Posting End Date:

29/05/2026