HRBS Team Lead - Pre-Payroll

SNAPSHOT
Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Solutions
Full-time

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE …

The Team Lead is responsible for managing and overseeing day-to-day Contact Center and Pre-Processing operations, functions and duties ensuring adherence to global service level standards and metrics. They review, challenge, and evolve capacity models to ensure optimal utilization of resources. They drive and sustain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders, and acts as an escalation point and manages complaints as well as track solutions. As a Leader, they drive team engagement to encourage employees’ integration and commitment to the organization and empower the team to deliver the job efficiently so that each individual performs at par with the global standards; as well as nurture, inspire, and develop team members to grow in the organization.

Provides high quality and reliable service delivery, effectively manages stakeholder relationships and drives employee experience.
Participates in regular operations reviews with the market
Leads the team in establishing and accomplishing objectives as aligned with the workstream priorities
Drives delivery of service level components, quality, and productivity targets & indicators.
Ensures team productivity through effective work distribution and assignments of cases and transactions
Reviews, challenges, and evolves capacity models to ensure optimal utilization of resources.
Accountable for ensuring that the team meets service performance targets.
Acts as the subject-matter expert, ensuring acquisition & cascade of market-specific information to the operations
Acts as a point of escalation in handling market-related issues
Ensures implementation of Best Practices
Monitors controls and compliance
Provide insightful information from dashboard and analytics to the relevant stakeholders
Evaluates team performance and conducts regular coaching and appraisals
Create and execute developmental plans for the team members and succession planning through the 70-20-10 approach
Conducts performance reviews and do corrective action as necessary
Carry out performance management activity where required including performance improvement plans (PIPs) in accordance with the Company policy
Drives and contributes to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
Be a catalyst of process improvement opportunities
Drives completion of relevant joint priority projects or initiatives with and for the in-scope markets
Actively participate in training and other learning opportunities to expand functional capability of the team for in-scope and new processes in the Service Catalogue

ARE YOU A FIT?

Must be a gradudate with a Bachelor's degree in any field
At least 2+ years of relevant experience in Contact Center is desirable with knowledge
Suitable candidate may have a workforce management and Project Management background
Sound operations or business acumen with a solid understanding of the Contact Center and HR environment through practical experience, and a sense of accountability
People management experience to lead, train, and develop team members
Strong interpersonal skills and ability to work effectively across cultures

HRBS Team Lead - Pre-Payroll

SNAPSHOT
Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Solutions
Full-time

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE …

The Team Lead is responsible for managing and overseeing day-to-day Contact Center and Pre-Processing operations, functions and duties ensuring adherence to global service level standards and metrics. They review, challenge, and evolve capacity models to ensure optimal utilization of resources. They drive and sustain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders, and acts as an escalation point and manages complaints as well as track solutions. As a Leader, they drive team engagement to encourage employees’ integration and commitment to the organization and empower the team to deliver the job efficiently so that each individual performs at par with the global standards; as well as nurture, inspire, and develop team members to grow in the organization.

Provides high quality and reliable service delivery, effectively manages stakeholder relationships and drives employee experience.
Participates in regular operations reviews with the market
Leads the team in establishing and accomplishing objectives as aligned with the workstream priorities
Drives delivery of service level components, quality, and productivity targets & indicators.
Ensures team productivity through effective work distribution and assignments of cases and transactions
Reviews, challenges, and evolves capacity models to ensure optimal utilization of resources.
Accountable for ensuring that the team meets service performance targets.
Acts as the subject-matter expert, ensuring acquisition & cascade of market-specific information to the operations
Acts as a point of escalation in handling market-related issues
Ensures implementation of Best Practices
Monitors controls and compliance
Provide insightful information from dashboard and analytics to the relevant stakeholders
Evaluates team performance and conducts regular coaching and appraisals
Create and execute developmental plans for the team members and succession planning through the 70-20-10 approach
Conducts performance reviews and do corrective action as necessary
Carry out performance management activity where required including performance improvement plans (PIPs) in accordance with the Company policy
Drives and contributes to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
Be a catalyst of process improvement opportunities
Drives completion of relevant joint priority projects or initiatives with and for the in-scope markets
Actively participate in training and other learning opportunities to expand functional capability of the team for in-scope and new processes in the Service Catalogue

ARE YOU A FIT?

Must be a gradudate with a Bachelor's degree in any field
At least 2+ years of relevant experience in Contact Center is desirable with knowledge
Suitable candidate may have a workforce management and Project Management background
Sound operations or business acumen with a solid understanding of the Contact Center and HR environment through practical experience, and a sense of accountability
People management experience to lead, train, and develop team members
Strong interpersonal skills and ability to work effectively across cultures

Meycauayan, PH, 3020