Supervisor I, Operations Management

Accountabilities:

People and Performance Management

Lead and oversee the day-to-day operations of the UK&I support team, ensuring service delivery, quality, and productivity targets are achieved.

Facilitate onboarding and ensure team members are trained on organizational policies, processes, systems, and standards.

Monitor individual and team performance against established KPIs, scorecards, and service expectations.

Provide regular coaching, mentoring, feedback, and development opportunities to enhance employee capability and engagement.

Conduct performance evaluations and support the annual review process.

Develop and implement performance improvement plans (PIPs) when required.

Manage team attendance, scheduling, and workforce capacity to ensure operational coverage.

Serve as a hands-on supervisor by supporting production activities, escalations, and priority work as business needs require.

Foster a positive and inclusive team culture through employee engagement and corporate social responsibility initiatives.

Conflict / Crisis Management

Proactively identify and address team challenges that may impact employee well-being, engagement, or productivity.

Resolve interpersonal and work-related issues in a fair, timely, and confidential manner.

Provide leadership and direction during operational disruptions, system outages, high-severity incidents, and business continuity events.

Escalate significant operational or people-related concerns and recommend appropriate action plans.

Reporting

Prepare and deliver operational performance reports and insights to leadership and business stakeholders.

Communicate monthly performance results, trends, risks, and improvement opportunities.

Maintain accurate, timely, and relevant operational reporting to support decision-making and governance requirements.

Operational and Process Management

Develop a strong understanding of business processes, customer requirements, and operational objectives to drive performance and continuous improvement.

Manage daily workflow, workload distribution, and resource allocation to ensure service level commitments are met.

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

Perform other duties as assigned

Qualifications:

Bachelor’s degree holder

Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

Proven success at managing change

Strong organizational, prioritization and delegation skills

Proven problem solving and analytical skills

Detail oriented and project management skills

Must not have any performance or disciplinary issues in the past 12 months

RELA 1.0 Graduate is an advantage but not required

Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

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 months







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