BSS Control Tower Team Leader – Commercial Sales Support
Department / Location: MNL ISSC - Business Support Services Control Tower
Line Reporting: Business Support Services CT Manager/Supervisor
The Team Leader is responsible for ensuring the highest quality of service for control tower processes, must ensure correct, timely and independent handling of incidents (complaints) related to his/her process scope. He/ she should support the management in meeting the KPIs and all client requirements. The Team Lead is also responsible for ensuring that processes are standard and compliant to standard operating rhythm. The Team Lead is responsible in his/her staff development which can be achieved thru coaching and mentoring. Conduct regular meetings with the team to discuss performance and resolution of issues. Regular performance review meetings with the customers are also expected.
Key Tasks & Deliverables
1. Responsible for meeting the team’s KPI performance and processes should be compliant to the approved SLA. He/She shall lead the team towards achieving a high win ratio and train the members in providing reasonable freight rates and send the offer within 24hours
2. Responsible for team members performance and development plan which can be achieved through coaching and mentoring.
3. Conduct team meeting and daily huddles to ensure alignment of process understanding and immediately address non-compliant to SLA.
4. Facilitates performance review call with the stakeholders and ensure that performance reports are provided on a timely manner.
5. Participates on customer meetings towards better understanding of the customer needs.
6. Addresses performance issues and coordinates with human resources whenever necessary.
7. Supports the Supervisor/Manager in meeting the set KPIs.
8. Recommend improvements on the SOP with the steps on how the customs process can be more efficient and real time updating of new customer instructions
9. Report and coordinate irregularities as per SOP. Handle 1st level Escalations
10. Perform proper escalation when necessary.
11. Participation in the implementation and training of new team members
12. Active participation in project for process improvements - 5S, Maturity Matrix and do pre audits with the teams when necessary.
13. Work under the direction of Supervisor and Managers
14. Adapt to MNL ISSC culture and perform in line with the Values/behaviors defined
15. To be an ambassador, and Support Team members for their queries/clarifications
16. To own personal development in line with performance review process
17. Follow given directions and perform assigned duties.
18. Perform assigned tasks to support meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy.
19. Team Player and willing to be assigned on a different team or operating hours should there be a business need.
20. Partnership with branches and customers within and focused on addressing accuracy concerns of the Key Account Management team in accordance with internal regulations.
21. Performing all the above tasks in a professional manner, in accordance with the rules, procedures, instructions and regulations in force in the Company, in accordance with the organizational culture applicable in the Company
22. Perform other tasks assigned by his or her superior.
Education and Skills
· Strong leadership experience
· Sales background is a must
· Above average communications skills
· Freight-forwarding / logistics education is an advantage.
· For Commercial team leader, background on sales is an advantage
· Knowledge in different transport management system is an advantage.
· Good Know How in MS-Office (Outlook /Excel – Intermediate to advanced)
· Good Know How in web-based applications / Internet
· Quick comprehension and focused work
· Resilience, ability to prioritize and meet deadlines
· Accurate and reliable working method
· Ability to work in a team & good interpersonal skills
· Openness and flexibility in meeting customer demands / service attitude
· Ability to cooperate with various units (ISSC and Local Teams)