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

Additional for internal applicants:

Must be in current role for 1 year

Must not have received any Disciplinary Action within the past 12 months

Must not have any Attendance and Punctuality issues in the past 12 month

Must have a Successful or above rating in the last Enabling Performance cycle

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