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Job Information

Philips HR Contact Center Team Lead (For India) in Suzhou, China


In this role, you have the opportunity to

  • Managing a small sized team (approximately 4 to 8 employees) within a country or GBS. He/she will act as an escalation point for complaints. The job holder manages overall domain (incl. fte budget). Ensures clarity on roles, responsibilities and processes. Drives performance management, guidance and support to his/her team. Interacts with other Team Leads, Managers and stakeholders.

  • Providing guidance and support to his/her team. The job holder is responsible for smooth operations, competencies and capacity of the team. Manages performance and responsible for the team delivery in the given domain. Acts as escalation point for clients.

You are responsible for

  • Handle and support complex enquiries from first contact, registration, escalating and resolving queries in a professional and efficient manner

  • Work according to defined standards

  • Act as the escalation point for complaints

  • Implement processes and initiatives to ensure continuous improvement

  • Align with all other cross functional Team Leads to deliver consistent and simplified HR processes

  • Actively identifies improvements according to LEAN ways of working and participates in LEAN process improvement activities

  • Manage performance and responsible for the team delivery in the given domain.

  • Ensure required skills, competencies and capacity of the team

You are a part of

Global business service HR process, based at Suzhou, report to APAC PPS Manager.

To succeed in this role, you should have the following skills and experience

  • Ability to consistently deliver high quality customer service in a professional and efficient manner

  • Ability to answer complex queries on own initiative by effective use and interpretation of relevant data/available information and provide good guidance to HR Contact Center Advisors as appropriate

  • Knowledge of HR processes, systems and policies (Workday and ADP GV Knowledge will be a plus point)

  • Ability to work in a changing environment to meet demanding deadlines and timescales

  • Ability to probe to obtain deeper, more detailed information in relation to enquiries.

  • Ability to effectively prioritize and organize workload

  • Use own knowledge and skills to ‘mentor’ other members of the team to a high standard.

  • Fluency in English and/or Mandarin

  • Excellent people management skills

  • Focused on results, driving continuous improvement

  • Effective listening and communication skills

  • Good people management & staff development skills

  • Plan, review and monitor team standards and measures to improve performance levels, achieve targets and improve customer experiences

  • Works with the Service Center Staff, taking a leadership role in resolving complex issues within the team and decisions related to these issues.

  • Provides training, motivation & coaching to support team/individuals

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role.

Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .