Under the guidance of the Operations Manager / Channel Manager, this key position is responsible for the attainment of the teams’ performance targets. This role requires strong knowledge and skills in handling people and understanding employees’ life cycle. The position holder is expected to provide support to the management on managing resources and continuously improving performance, processes, and procedures.
DUTIES & RESPONSIBILITIES:
1. Supervises the overall daily operations such as but not limited to workforce management e.g. staffing, scheduling, team huddles, performance review and coaching; and attainment of targets and Service Level Agreements (SLAs) to secure efficiency and success of day-to-day operations.
2. Establishes and implements a development plan for team members that may include training and coaching using different tools such as but not limited to ADEC Performance Management System (APMS), Learning Management System (LMS), and other development strategies, in order to enable and reinforce competencies required to perform well and achieve targets.
3. Gathers and analyzes performance data to contribute to the development strategies that will help the department’s improvement of operations, policies, procedures, programs, and initiatives.
4. Prepares and reviews production-related reports needed by the Channel Manager and other stakeholders for team performance monitoring and improvement.
5. Participates in the department’s policies and procedures review and development to ensure alignment with the company’s existing policies and procedures.
6. Reviews manpower capacity/utilization to properly coordinate with the channel management the staffing needs of the team.
7. Validates Incident Reports, and coordinates to HR Business Partner/ Employee Relations team to ensure accuracy of resolution and safeguard compliance to the Company’s Code of Discipline (COD).
8. Interfaces with internal and external stakeholders, CM and subordinates on general issues and solutions related to SLA to establish and maintain trust with the stakeholders.
9. Oversees resource requirements such as manpower, hardware and software, and space allocation for recommendation of production needs to the Channel Manager for business continuity purposes.