AU Broker Administration Team Leader


  • Quezon City, Philippines
    1880 Avenue Building, Quezon City, National Capital Region, Philippines
    Quezon City
    National Capital Region
  • Full time
Posted a month ago and deadline of application is on 31 Oct
Recruiter was hiring 23 minutes ago

AU Broker Administration Team Leader


Job Description

The Team Leader provides direct team leadership to the Offshore Operation team members. The TL supports the offshore teams to deliver quality services for the operation through ensuring process compliance, managing escalations, team coaching and team performance management.

  • Manage & monitor the resolution of all Zendesk tickets raised to the team in relation to services provided by the team.
  • Liaise with BDMs and State Offices, where necessary, to communicate information that is important to the member’s business relationship with the company
  • Use workflow tools to monitor and priorities submissions from brokers, state sales offices, new members and individuals.
  • Effective management of monitoring program for member compliance and fraud detection frameworks.
  • Monitor the updated knowledge of business processes and the use of support system functionality for the teams ‘processes:
  • Manage and monitor team KPI’s and Behaviors
  • Provide Management with weekly notes on team statistics
  • Regular compliance reporting and communication providing insight and recommendations
  • Assist in adhoc projects.
  • Support and Resolve Member queries
  • Coaching and training team members
  • Managing the productivity and effectiveness of the team.
  • Involvement in Recruitment activities for the team
  • Effective management of issues escalated to and from the team

Minimum Qualifications

  • Minimum of 2 years corporate customer service experience
  • Strong interpersonal skills in communicating with external parties over the telephone and through email to resolve requests and provide information and assistance where requested.
  • Broad financial services industry experience, preferably with an understanding of commission payments.
  • Compliance, Risk Management and Audit experience preferably in a lending environment
  • Finance brokerage or banking background
  • Experience in using Microsoft Office products including Word, Excel, and Outlook.
  • Appropriate people management and communication skills
  • Organizational, time management and prioritizing skills imperative

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Administration and Coordination
Educational requirement
Bachelor's degree graduate
Office Address
1880 Avenue Building
Outsourcing / Offshoring
1 opening

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About Microsourcing

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. WHY JOIN US? MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family. We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.