Team Leader
Discover Financial Services (Delaware, Delaware)

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Location: New Castle, DE UNITED STATES Functional Area: Customer Service Min Pay Rate: $0 Max Pay Rate: $0 Pay Type: Year Resource Type: Full Time Job Description: 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 fins both formal and informal opportunities to share experience, expertise and knowledge •Tailors coaching and development to employees, providing specific and actionable recommendations •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 call 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 SKILLS Required: 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 impacts 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; facilities 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 or external customers expectations, demonstrating service orientation and dedication to ones’ customers; proactively identifies opportunities and takes action that benefits both the customer and the Company Desired: Click here to apply: