Process Lead - CUK

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering be spoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

The Team Leader position is responsible for overseeing the operations of Service Operations to clients external to Canon Group. The team leader is responsible for the daily management of employees within the Team to achieve the pre-determined set of SLA’s and KPI’s, the coaching and monitoring of individual performance, analysis of performance statistics the implementation of process reviews and training to drive improvement and working directly with stakeholders by providing reports and relevant updates.

Essential Duties

• Drive a professional internal and external Customer Focused’ culture within own business area and the organization.

• Develop an in-depth understanding of the customer’s company objectives and decision-making processes, in order to leverage revenue from the relationship and promote Canon as a quality outsource supplier.

• Establish and maintain key customer relationships through effective communication.

• Provide management and direction to the team ensuring contractual and service level agreement objectives are achieved consistently.

• Provide feedback to Operations Supervisor to ensure they are regularly updated on customer performance against KPIs.

• Oversee the effective and timely management of customer issues raised through Canon’s Helpdesk (where required).

• Escalate issues to the Operations Supervisor as they arise

• Ensure direct reports can identify and link Canon’s Purpose, Vision, Mission, Goals and Values, to their area of the business.

• Guide and motivate the team to take actions and behave in ways that support Canon’s Vision, Mission, and Values.

• Recruit and retain a strong team, ensuring direct reports understand the expectations of their role and are motivated to meet and exceed expectations.

• Manage or assist with team staffing requirements and rosters.

• Ensure regular team meetings are conducted by self and direct reports to ensure sharing of information to all parts of Canon.

• Ensure regular one-on-ones are held with direct reports and that development plans are regularly discussed and updated.

• Promote and drive reward, recognition, and feedback throughout the sites, actively supporting organization programs, recognizing direct report contributions and providing regular constructive feedback to direct reports.

• Ensure half year and annual performance appraisals (including development plans) are conducted by self and direct reports and completed on time.

• Instill a high-performance culture within the team and ensure that poor performance is addressed and resolved.

• Promote and drive learning and development opportunities throughout the site/s, actively supporting organization learning initiatives and programs.

• Drive the development and implementation an ongoing succession and talent management plan for the Account/site that includes identifying talent, potential successors, next role, training and development requirements, responsibilities and time frame.

• Establish trainings and cross-skilling to leverage expertise of subordinates and better back-up coverage.

• Manage all aspects of operational service to the customer/s, ensuring contractual and service level agreement objectives exceed expectations.

• Ensure service excellence through innovation, quality assurance and business process reviews.

• Review Scorecard and monthly report on a monthly basis with Operations Supervisor.

• Develop an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve your direct reports and Account/site’s engagement index score.

Qualifications

• Tertiary education

• Basic Microsoft or IT qualification (e.g. CompTIA)

• Industry accreditations or exposure in Print Management

• A proven track experience in managing services/clients.

• A high level of team and people management experience.

• Strong experience in developing effective client relationship and delivering service within contract requirements.

• Advanced Microsoft or IT qualification (e.g. OS, SQL, Azure, Infrastructure)

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic saltwork, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps