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 skills
