The Operations Supervisor leads multiple sales support functions within LBS Counsellink Paper Processing and Sales Ops AdminTeams, demonstrating a comprehensive understanding of business operations and the full workflow of the teams managed. In addition to supervising daily activities and deliverables, this role actively contributes to production and ensures that all team outputs align with the expectations and requirements of business unit/stakeholders.
As a people leader, the supervisor is also accountable for overall team performance ensuring that Service Level Agreement (SLA) will be met and help drive continuous improvement initiatives, automation and agile projects.
Establish clear performance metrics, monitor each team member's performance, undertake performance evaluation, and provide coaching for improvements and career growth and fostering the development of skills and competencies. The function is accountable in managing the following areas :
Operational and Process Management
- Provide leadership by aligning team operations with REPH Operations Standards and ensuring thorough implementation of REPH policies and procedures.
- Develop a comprehensive understanding of the LBS CounselLink Paper Processing and Sales Ops Adminbusiness and the end-to-end sales support process to be able to contribute directly to daily productivity and achievement of key outcomes especially with immediate operational needs such as volume surges, staffing challenges, and business continuity planning (BCP).
- Specific contribution levels will be determined and aligned to the overall responsibilities of a people leader.
- Monitor productivity and work accuracy by regularly assessing team outputs against established performance metrics and quality standards.
- Effectively coach and mentor team members by providing timely feedback, guidance, and actionable recommendations to address any gaps and identify opportunities for development, improve processes, and drive results.
- Lead key initiatives focused on continuous improvement, automation, and agile projects, supporting stakeholders goals of enhancing efficiency, improving quality, and achieving annual hard savings targets.
- Support the introduction and implementation of new tools and technologies, particularly those involving AI, to ensure alignment with organizational objectives.
- Conduct effective workforce planning and cross-training to maintain business continuity.
- Regularly review Training and Quality Assurance documents to ensure adherence and proper execution.
- Assist in meeting all internal control requirements and develop corrective actions to address and mitigate identified risks or gaps.
People and Performance Management
- Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching with follow through sessions.
- Help identify competency gaps and assign applicable trainings and open opportunities aligned with team members career development plans.
- Promote work life integration through engagement activities and wellness programs.
- Manage individual and team scorecards
- Approve and monitor daily team attendance
Reporting:
- Manage business unit partners expectations and collaborates with them through regular cadence.
- Present Monthly or Quarterly Business reports to key business stakeholders highlighting LBS Counsellink Paper Processing and Sales Ops Admin team's performance and next steps.
- Submit regular operation performance status reports to local leadership team
Others:
- Responsible for all administrative tasks and other duties assigned
Qualifications/Requirements:
- Bachelor's Degree Holder.
- Preferably has 12 years of prior leadership experience.
- Demonstrates excellent written and verbal communication skills, with the ability to collaborate effectively at all organizational levels.
- Exhibits strong leadership qualities, including the capacity to motivate, coach, and develop team members.
- Able to thrive in a fast-paced, collaborative environment, maintaining a proactive and solution-oriented approach.
- Shows a high degree of ownership over tasks and responsibilities, with strong organizational and prioritization skills.
- Is data-driven, with proven analytical and problem-solving abilities.
- Willing to take on functional supervisory responsibilities in addition to standard administrative duties.
- Flexible and open to working varied schedules as required by business needs and leadership meeting
