Accountabilities:

Strategic Partnership with Various Stakeholders

Ensure a proactive and consultative relationship with all business units supported
Monitor shows and constantly partner with stakeholders in terms of activities team will support
Continuously explore opportunities to partner with and support the stakeholders while ensuring continuous growth and upskilling of self and team members

Employee Management

Ensure new employees are oriented to the organization, its policies, facilities, etc
Facilitate Employee growth, training and progress through various means
Develop and implement PIP if performance is not adequate
Lead regular teambuilding activities including strategic planning, RE Cares, etc.
Approve and monitor daily team attendance through HR Teamware
Attrition maintain annualized negative attrition at or below 10%
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 RX leadership and stakeholders
Produce monthly performance update and other relevant reports to BU stakeholder

Operational Improvement

Stakeholder Management conduct regular operations review and execute action items agreed with the business unit
Manage multiple projects simultaneously, proactively reprioritizing when necessary as determined by competitive issues.
Receive, review and monitor and manage workload and assignments of the team
Manage stakeholder expectations regarding deadlines, quality and efficiency
Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
Operations Standard support compliance with established processes

Hard/Technical, Soft Skills and Complimentary Skills:

Strong knowledge in Microsoft Word, Excel and PowerPoint
Strong analytical, quantitative and deductive reasoning skills
People and Performance Management experience is required
Experience in events and events management a plus
Strong written and verbal communication, problem solving, project management, delegation, and mentoring skills
Strong sense of ownership relating to tasks and responsibilities
Ability to work under pressure
Deadline-driven and attention to detail
Organized and very systematic in handling tasks at hand
Very proactive in stakeholder management, project ownership, team coordination, and team engagement
Very decisive and results oriented
Project and time management skills demonstrated by the ability to manage a number of projects at the same time
Strong commitment to performance and team success
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Qualifications/Requirements:

Bachelor's/College Degree in marketing, business management or other related fields
Must have at least 1 year of working experience in the similar capacity
Applicants must be willing to work in flexible/rotating schedule depending on business needs

Operations Supervisor

BPO Team Lead (Helpdesk)