Team Leader(Team Manager)
Discover Financial Services - New Castle, DE

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Shift Schedule: 4:00 p.m. - 12:30 a.m.

Develops employees and team - 60%
  • Creates a positive and engaged work environment by building trust and empowering
and motivating team members
  • Develops, promotes, and maintains collaborative working relationships among team
members, and proactively addresses potential issues/conflicts
  • Retains, motivates and recognizes employees
  • Mentors, develops and trains new and existing employees, leading by example and
demonstrating best practices
  • Proactively coaches employees and finds both formal and informal opportunities to
share experience, expertise and knowledge
  • Tailors coaching and development to employees, providing specific and actionable
  • Provides regular and scheduled feedback on job performance
  • May serve as a mentor to, and benchmarks with, peers to share knowledge and
successful practices
  • Rapidly assimilates and integrates new members to the team
Manages business operations and results - 20%
  • Manages team performance to achieve or exceed established goals, proactively
monitoring daily activities of direct reports
  • Implements and executes established business strategies
  • Works with management to develop team goals
  • Holds self and others accountable for achieving results, following processes and
delivering high standards of accuracy and efficiency in work performed
  • Manages workflow by delegating and re-assigning work activities to team members
  • Communicates changes in work activities and priorities to employees
  • Assists team in adjusting and responding to change, maintaining personal and team
work effectiveness during changing or ambiguous situations
  • Analyzes information such as performance metrics, data, outputs and reports, and
communicates relevant information
  • Recommends improvements to processes and procedures to improve overall
performance, results, and customer experience
  • Solicits feedback from direct reports on how to improve processes and procedures
  • Ensures that activities of the team are in compliance with company policies and
procedures, and applicable local, state, and federal laws
Manages customer related activities - 10%
  • Provides guidance, direction and feedback to employees on handling of difficult
customer issues
  • Helps resolve challenging customer issues, and uses discretionary authority to
approve exceptions to procedures to resolve escalated customer issues
  • Monitors customer feedback on a regular basis and escalates as appropriate
  • Models expected behaviors to reinforce the customer experience
  • Monitors calls for quality and customer engagement
Manages personnel actions and activities - 5%
  • Assists in the selection of employees
  • Evaluates performance and conducts performance reviews
  • Recommends promotions, transfers, and salary increases
  • Documents coaching, counseling and corrective action of direct reports
Performs general administrative duties 5%
  • Performs general administrative tasks, e.g., timekeeping
  • Maintains and updates working files
  • Assists with additional/special projects as needed

Communication Skills – Communicates effectively, openly, honestly, and consistently with others, and is able to deliver difficult feedback directly and appropriately; actively listens to and acknowledges what others are saying; responds to statements and comments of others in a way that reflects understanding

Interpersonal skills – Considers the needs of others before/when taking action; interacts with others in a positive and respectful manner; takes an active interest in other people and teams; is approachable and easy to interact with

Building Relationships – Builds trust and rapport with others; develops and maintains collaborative relationships with customers and others to meet mutual goals and objectives

Coaching and Mentoring Skills – Transfers and imparts knowledge and expertise; provides feedback successfully to improve and/or reinforce the performance of others; leads by example

Accountability – Takes personal responsibility for the outcomes of own work and the work of others, as well as for one’s actions and decisions; holds others accountable for results; follows through on commitments to others; sees things through to completion

Flexibility and Adaptability – Works effectively in changing or ambiguous circumstances; achieves
desired results in the midst of changes in responsibilities, work processes, timeframes, performance expectations or changes within the Department/Center; facilitates the implementation and acceptance of change by others within the workplace

Multi-tasking / Prioritization – Balances competing demands for one’s time and simultaneously
manages multiple projects, tasks, and activities; allocates time across various responsibilities and
prioritizes issues quickly to respond to critical priorities in an organized and planned manner

Achievement / Results Oriented – Understands what results are important and is driven to achieve results; focuses time, effort, and resources to achieve results

Analytical Thinking – Analyzes information, identifies key issues and relationships, and draws logical conclusions; identifies the root causes of problems and develops solutions
Customer Service Orientation – Meets or exceeds internal and external customer expectations,
demonstrating service orientation and dedication to ones’ customers; proactively identifies opportunities and takes action that benefits both the customer and the Company

Job Experience
  • Minimum of 2 years relevant work experience is required
  • Past experience in a related field, operations center or call center environment, or
previous experience in a customer-facing role within a professional services company, is preferred
  • 1-2 years experience leading teams, people and/or processes is required
  • High school diploma or equivalent required
  • 2-year or 4-year college degree in a business related field is preferred
Technical & Professional Skills
  • Knowledge and execution of business process
  • Ability to present information, analyses, ideas, and opinions in writing in a clear
and convincing manner, and ability to organize written ideas clearly
  • Ability to learn/acquire new concepts, processes, and technology
  • Knowledge of company policies and/or applicable local, state, and federal
regulations and laws governing business processes
  • Skill working with personal computers and software applications (e.g., Microsoft
Office suite, word-processing, spreadsheets, databases, etc.)

The Team Leader may report to an Area Manager or a Department Manager. Direct reports include
non-exempt employees. This position interfaces with all levels of managers within the organization, and
with external vendors outside the organization

Discover Financial Services - 2 years ago - save job
About this company
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Seems cardholders aren't the only ones getting paid to discover. Discover Financial Services is best known for issuing Discover-brand credit...