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 skills
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Why Join us
Optimized Hybrid Work Arrangement
HMO coverage on first day with up to 4 dependents
Generous retirement package with company matching
Work-Life Balance
