Supervisor I, Operations Management

Accountabilities:

People and Performance Management

• Ensure new employees are oriented to the organization, its policies, facilities, etc.

• Ensure all work is completed according to established policies, procedures, and standards

• Facilitate Employee Training and Development

• Manage individual and team scorecard per month

• Monitor, assess and provide feedback about employee’s performance

• Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring

• Conduct performance appraisal on a regular basis and participate in annual review process

• Develop and implement PIP if performance is not adequate

• Approve and monitor daily team attendance

• Oversee, and as needed, support staff in activities to ensure timeliness and accuracy of relative output

• Support and drive employee engagement and corporate social responsibility initiatives

Conflict / Crisis Management

• Regularly review the needs of employees

• Help, discuss, evaluate, and resolve personal and work issues among team members

• Inform and monitor employees during times of crisis or disaster to assess situation

• Inform the manager of the current situation of team members and recommend solution

Reporting

• Submit regular operation performance status reports to local leadership team

• Generate monthly performance update to BU stakeholder

• Update all necessary reports needed by Stakeholders

• Ensure all reports are accurate, updated and submitted on time

Operational and Process Management

• Gain good understanding of the business to be able to monitor accuracy of work, identify opportunities to develop people, improve processes and drive results

• Work in production to effectively coach and mentor team members as well as assist in production due to business requirements i.e., volume influx, staffing issues etc.

• Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations

• Review, develop and implement process improvements, departmental goals, and objectives

• Conduct monthly operations review and execute action items agreed with the manager and business unit partners

• Manage multiple processes or work functions simultaneously

• Monitor and manage workload and assignments of the team

• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions

• Manage and facilitate the corrective action process, partnering with the Manager

• Process audit – support annual process audit activities

• Operations Standard – support compliance with established processes

• Complete other duties as assigned

Qualifications:

• Candidate must possess Bachelor/College degree

• Preferably with 1-2 years of leadership experience

• Preferably with experience in handling Sales calls-related team/program

• Strong people and stakeholder relationship management skills

• Excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the organization

• Amenable to work on a night shift or flexible schedule

• With excellent work ethics and can easily adapt to CI and Agile Culture

• Detail oriented and project management skills

• Proven success at managing change

• Strong organizational, prioritization and delegation skills

• Proven problem solving and analytical ski