The Supervisor, Document Services will be directly involved in almost all aspects of overall operational management of a shift/cluster for Document Services. Directly involved in decision-making, capacity planning, training, professional development, performance management and internal/external communications. This person has recommendatory authority in the areas of recruitment, appraisals, promotions and incentives.

A member of the Document Services leadership team. To drives quality in all aspects of service delivery and is the first level manager of escalations. To coach, mentor and conducts regular evaluation of direct reports. To builds and nurtures relationships with clients and stakeholders. Handle various administrative tasks and staff engagement. To enforce and monitor team compliance with Firm rules and regulations.

To be responsible for project management and drive improvements relating to the relevant service areas.


Performance Metrics

  • Drive strategic department performance improvement/management initiatives aligned with Firm/Department objectives
  • Ensure the team is meeting the set customer satisfaction goals
  • Function as key point of contact for LSS Projects
  • Identify opportunities and quality improvements and discuss with the leadership team
  • Conduct team meetings to keep employees informed and engaged
  • Produce weekly/monthly reports for the Manager on progress against specific objectives / against Balanced Scorecard KPIs and agree on any corrective action
  • Investigate detractor scores and draft RCA reports to be submitted to the DS Manager
  • Build and maintain good working relationships with clients and handle their concerns in a prompt and professional manner, in keeping with client service principles
  • Analyze all opportunities and recommend ways to improve efficiencies and quality
  • Proactively monitors and updates attendance matrix to ensure achievement of service levels and schedule adherence
  • Conduct capacity planning and forecast
  • Maintain confidentiality of Firm and client information
  • Implement all company policies, rules and regulations and ensure team's compliance
  • Actively involved and drives all strategic initiatives set by management
  • Perform other tasks assigned by the DS Manager and/or DS/Manila leadership

People Management

  •  Monitor the performance of direct reports and provides feedback through regular one-on-one coaching sessions
  • Counsel team members on the proper discharge of their duties; if necessary, imposes disciplinary action, enrol direct reports in performance improvement plans and issues memoranda
  • Set measurable and realistic KPIs, work standards and expectations, where appropriate, in line with company objectives and monitor and communicate these and progress against same. Regularly review, revise and re-issue as required. Take corrective action where appropriate
  • Conduct fair, constructive and thorough performance evaluations
  • Submit recommendations on promotions/incentives to the DS Manager
  • Identify and review the essential skills/competencies needed at each job level and coordinates with Talent Development for staff training needs
  • Keep employees engaged through activities and initiatives that foster a culture of collaboration, inclusiveness and unity
  • Drives the implementation of procedures, adherence to the policies, objectives and goals within the department
  • Embrace and promote a culture of continuous learning by completing all required LOD courses, identifying and mentoring SMEs, and facilitating peer learning sessions on a regular basis
  • Keep scorecard information up to date on a monthly basis


  • Ensure strict implementation of the project management framework
  • Prepare project plans for the successful implementation of projects
  • Prepare project documentation i.e. processing instructions, process workflows, and processes maps 
  • Manage projects to successful completion based on customer specifications; establish performance standards and measures
  • Allocate project resources in coordination with the team leaders
  • Facilitate resource-pooling by coordinating with Team Leads and SMEs on training issues related to projects and look for opportunities to upskill and cross-skill where feasible 
  • Ensure customer sign-off on processes and relays them to project team members
  • Monitor progress of projects and provides regular status reports to customers and the DS manager
  • Document project completion and solicits customer feedback
  • Facilitate project post-mortem and RCA discussions
  • Prepare reports and information needed by customers, the senior manager and other stakeholders
  • Identify opportunities for collaboration with potential customers

Skills and Experience:

  • Bachelor’s degree, good academic standing and relevant work experience
  • Strong people management skills
  • High level of proficiency in MS Office applications
  • Exemplary work ethic, executive presence and professional integrity
  • Keen analytical skills and ability to determine client needs
  • Ability to make sound and accurate decisions
  • Ability to collaborate and communicate effectively with people from different cultures and across all levels of the organization
  • Ability to establish and maintain effective working relationships; a team player
  • Proven ability to manage and motivate others
  • Excellent verbal and written English communication skills
  • Highly organized and detail oriented
  • Manages time effectively and prioritizes tasks to meet deadlines
  • Flexible and willing to work in any shift, including graveyard