Sr. Operations Supervisor

• Accountable for hiring and retaining talent while ensuring new employees are oriented to the organization, its policies, facilities, etc.
• Facilitate Employee Training and Development
• Manage individual and team scorecards
• 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

• Regularly review the needs of employees
• Provide 2nd level handling of escalation related to operational or functional issues
• Help, discuss, evaluate, and resolve personal and work issues among team members
• Inform and monitor employees during times of crisis or disaster to assess the situation
• Inform the manager of the current situation of team members and recommend a solution

• Submit regular operation performance status reports to local leadership team
• Generate monthly performance update to BU stakeholders
• Update all necessary reports needed by Stakeholders
• Ensure all reports are accurate, updated and submitted on time

• 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
• Conduct monthly operations review and execute action items agreed with the manager and business unit partners
• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
• Lead/implement process improvement projects and utilize best practices in tools automation
• 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

• Bachelor’s degree holder
• 3-5 years of leadership experience
• Marketing background is a plus
• Strong people & stakeholder relationship management skills
• Excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Strong organizational, prioritization, and delegation skills
• Proven problem solving and analytical skills
• Proven success at managing change
• Detail oriented and project management skills
• Must be amenable to work on mid-shift or graveyard schedule

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