Supervisor, Document Services

The Supervisor, Document Services will manage and improve the relevant service areas, while being directly involved in all aspects of operational management of a shift/cluster for Document Services. This includes decision-making, capacity planning, training, professional development, performance management, and internal/external communications.

As a member of the Document Services leadership team, the role holder will have the authority to make recommendations in areas such as recruitment, appraisals, promotions, and incentives. They will be responsible for ensuring quality in all aspects of service delivery and will be the first-level manager for escalations. Additionally, they will coach, mentor, and regularly evaluate direct reports, build and nurture relationships with clients and stakeholders, handle administrative tasks and staff engagement, and enforce and monitor team compliance with Firm rules and regulations.

Responsibilities:

Performance Metrics

• Drive strategic initiatives for performance improvement and management within their respective teams, ensuring alignment with the Firm's overall 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 them 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 promptly and professionally, 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 the 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 provide feedback through regular one-on-one coaching sessions
• Counsel team members on the proper discharge of their duties; if necessary, impose disciplinary action, enroll direct reports in performance improvement plans, and issue memoranda
• Drive 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 coordinate 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, and 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 regularly
•  Keep scorecard information up-to-date monthly

Projects

• 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 relay them to project team members
• Monitor the progress of projects and provide regular status reports to customers and the DS manager
• Document project completion and solicit 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
• Ability to excel in high-pressure environments, maintaining composure and consistently delivering high-quality results
• 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