Team Manager – Alabang
Alabang, Muntinlupa
Main Objective:
The “Team Manager” is accountable for ensuring that all Operational deliverables and OKRs are understood and met at a level and standard consistent with the Hey DAN global commitment. He/She is also responsible for developing and implementing activities and properly allocating the resources needed to achieve the objectives set by management.
More than anything, this role calls for leadership — to be able to see the bigger picture, communicate the whys, put in strategies to execute the how while pushing for service and performance excellence. This leader should be able to demonstrate the ability to influence others positively and attain desired results.
A mid-level management position in nature, this role will serve as the catalyst for a successful career in Operational Management for the right candidate.
The role requires strategic thinking, proactive performance management with heavier emphasis in motivating and empowering employees, and a process optimization mindset.
You will work directly with the Sr. Operations Manager to drive profitability and operational efficiency through well-established industry best practices (i.e. LEAN and AGILE)
Key Responsibilities:
Team productivity:
- Monitor and drive employee performance to achieve KPIs and SLAs, ensuring specialists meet the goal and by managing underperformance.
- Advocate for a Hey DAN-wide collaboration in managing task volume and workload patterns.
- Analyze metrics and performance reports to identify trends, take corrective actions, and continuously improve productivity.
- Oversee timely, high-quality completion of client deliverables in alignment with SLA, quality, and compliance standards.
- Work closely with the Customer Success Team to ensure all work logs, notes, and efforts are properly billed and documented.
- Ensure employees have necessary tools and system access, escalating issues as needed.
- Report client-related inquiries, system failures, or operational risks that impact volume, billing and client satisfaction.
Coaching and Mentoring:
- Provide regular one-on-one coaching and real-time feedback on performance, quality, and behavior.
- Conduct performance evaluations, track improvement timelines, and ensure 100% completion of coaching and review sessions requirements.
- Develop personalized development plans for employees.
- Drive cross-training initiatives to build operational flexibility and employee resilience.
- Ensure onboarding and training completion for all new hires and support knowledge reinforcement.
Career Development:
- Encourage continuous learning and growth through development conversations and career planning.
- Identify training needs and coordinate with relevant departments to implement targeted training programs.
- Support internal mobility and career advancement by aligning development goals with organizational needs.
- Champion upskilling initiatives and structured learning paths to enhance both technical and leadership capabilities.
Employee Engagement:
- Foster a positive, inclusive, and feedback-oriented culture that values collaboration and accountability.
- Coordinate and drive team-building activities, events, and wellness initiatives to enhance employee experience.
- Address and resolve concerns or interpersonal conflicts in a timely and constructive manner.
- Organize and lead meetings and alignment sessions to reinforce communication and direction.
Operational Management:
- Ensure adherence to company policies and procedures
- Manage schedules and staffing levels effectively to meet business needs and operational coverage.
- Collaborate with HR, Customer Success, SMEs, and other departments to support operations and performance.
- Lead operational changes by promoting adoption of new processes, automation tools, and technologies.
- Identify and address process inefficiencies, proposing solutions to improve cost savings and effectiveness.
- Champion continuous improvement initiatives and lead change adoption.
- Identify potential growth areas, new feature or service needs based client usage patterns and communicate insights to Customer Success Group.
Key Performance Indicators (KPIs):
Team Performance & Productivity:
- Task Completion Rate:
- Measures the percentage of tasks completed on time and to the required quality.
- Productivity per Team Member:
- Tracks individual and collective output, often measured in units produced, deals closed, or tasks completed per time period.
Employee Engagement & Retention:
- Employee Satisfaction/eNPS:
- Measures employee morale and engagement through surveys, providing insights into job satisfaction and potential areas of concern.
- Employee Turnover Rate:
- Tracks the percentage of employees leaving within a specific timeframe, indicating ability to retain talent.
- Absenteeism Rate:
- Measures the percentage of employees who are absent from work, potentially indicating underlying issues with job satisfaction or other factors.
- Training Completion Rates:
- Tracks the percentage of employees who complete required training programs, ensuring they have the necessary skills and knowledge.
Leadership Effectiveness:
- Communication Effectiveness:
- Measures the frequency and clarity of communication between the team manager and employees.
- Employee Development:
- Tracks the growth and development of employees through performance reviews, training, and mentorship programs.
- Delegation Effectiveness:
- Measures the ability of the team manager to effectively delegate tasks and empower employees to take ownership.
- Feedback Timeliness and Constructiveness:
- Tracks the frequency and quality of feedback provided to employees, fostering a culture of continuous improvement.
Quality Metrics:
- Error Rate:
- Tracks the percentage of errors or defects in the team’s work, indicating quality and consistency.
- Repeat Incidents:
- Measures the frequency of recurring issues or problems, highlighting areas for improvement
Required Qualifications & Skills
- Excellent English communication skills (written and verbal)
- Strong analytical and problem-solving techniques
- Excellent organizational skills with a proven ability for balancing multiple priorities
- Ability to work independently and produce excellent results and work quality
- Ability to work well with others and build positive employee relationships
- Strong ability to communicate clearly and effectively
- Professional handling of difficult situations or concerns
- Proficient in MS Office applications (Word, Excel, Powerpoint, etc.) and Google Suite or similar software/tools
- Ability to work in a fast-paced environment and under pressure
- Flexibility to work various shifts, when necessary
- Ability to handle confidential information
- Adaptability to a dynamic work environment
Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.