Job Summary:

The Operations Supervisor is responsible for supervising the timely completion of Reed Exhibitions campaigns. The role supervises the planning, organizing, executing and reporting of all Reed Exhibitions campaigns and will be accountable for achieving the shows goals.

Accountabilities:

Employee Performance Management

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

Ensure that employees follow the organization’s policies and procedures

Facilitate Employee Training and Development

Manage individual and team scorecard per month

Validate individual Productivity using trackers and / or telephone system

Complete Quality Monitoring for members of the team

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

Complete 100% coaching and Enabling Performance discussion with team

Develop and implement PIP (Performance Improvement Program) if performance is not adequate

Provide rewards program for employee accomplishment

Lead regular teambuilding activities including strategic planning, RE Cares, Townhall, etc.

Approve and monitor daily team attendance through Attendance Monitoring Tool

Attrition – maintain annualized negative attrition at or below 10%

Support and drive 80% attendance in at least 3 major employee engagement initiatives during the year

Support and drive 80% attendance in at least 1 major corporate social responsibility program during the year

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 weekly operation performance status report to Reed Exhibitions Manager

Generate monthly performance update to Business Unit stakeholder

Update all necessary reports needed by Stakeholders

Ensure all reports are accurate, updated and submitted on time

Operational Improvement

Productivity – Achieve specific and identified team targets

Completeness and Timeliness – Achieve team deliverables within Turn Around Time

Quality / Accuracy – Achieve specific and identified team target accuracy and quality measures

Stakeholder Management – conduct monthly operations review and execute action items agreed with the business unit

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

Manage and facilitate the corrective action process, partnering with the manager

Conduct effective workforce planning and responsible for individual career development

Participate in the implementation of support plans for product integrations and company acquisitions

Process audit – support annual process audit activities

Operations Standard – support compliance with established processes

Qualifications:

Bachelor’s degree holder

3 – 5 years of Leadership experience required

At least 5 years of experience, preferably in a customer contact environment

Responsible for team’s people leadership, employee engagement, staff development and performance management

Has a strong sense of ownership relating to tasks and responsibilities

Decisive and results-oriented

Strong commitment to performance and team success

Applicant must be willing to work in flexible / rotating schedule depending on business need

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