Found Description
BSS Control Tower Team Leader – RMT
Location: MNL ISSC – Business Support Services Control Tower
Job type: Full Time
The BSS Control Tower Team Leader is responsible for ensuring the highest quality of service for control tower processes, overseeing incidents, supporting management in meeting KPIs, standardising processes, staff development, and fostering a collaborative environment.
Key Tasks & Deliverables
- Responsible for meeting the team’s KPI performance and ensuring processes are compliant to the approved SLA.
- Responsible for team members’ performance and development plan through coaching and mentoring.
- Conduct regular team meetings and daily huddles to ensure alignment with process understanding, adherence to SOPs, and immediate correction of any non‑compliance with SLAs.
- Facilitate performance review calls with stakeholders to present performance reports, ensuring metrics are reviewed on time a...