The Supervisor, Document Services will be a member of the Document Services leadership team who is directly involved in almost all aspects of overall operational management of a shift/cluster for Document Services; This includes direct involvement in decision-making, capacity planning, training, professional development, performance management, and internal/external communications. The role holder will have recommendatory authority in the areas of recruitment, appraisals, promotions, and incentives.
The role holder will drive quality in all aspects of service delivery and is the first-level manager of escalations. They will coach, mentor, and conduct regular evaluations of direct reports. They are required to build and nurture relationships with clients and stakeholders, handle various administrative tasks and staff engagement, and enforce and monitor team compliance with Firm rules and regulations. They will also be responsible for project management and drive improvements relating to the relevant service areas.
Responsibilities: Performance Metrics:
Drive strategic department performance improvement/management initiatives aligned with Firm/Department objectivesEnsure the team is meeting the set customer/stakeholder satisfaction goalsFunction as key point of contact for LSS ProjectsIdentify opportunities and quality improvements and discuss them with the leadership teamConduct team meetings to keep employees informed and engagedProduce weekly/monthly reports for the Manager on progress against specific objectives / against Balanced Scorecard KPIs and agree on any corrective actionInvestigate detractor scores and draft RCA reports to be submitted to the DS ManagerBuild and maintain good working relationships with clients and handle their concerns promptly and professionally, in keeping with client service principlesAnalyze all opportunities and recommend ways to improve efficiencies and qualityProactively monitors and updates attendance matrix to ensure achievement of service levels and schedule adherenceConduct capacity planning and forecastMaintain confidentiality of Firm and client informationImplement all company policies, rules, and regulations and ensure the team's complianceActively involved and drives all strategic initiatives set by managementPerform 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 sessionsCounsel team members on the proper discharge of their duties; if necessary, impose disciplinary action, enroll direct reports in performance improvement plans, and issues memorandaSet 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 appropriateConduct fair, constructive, and thorough performance evaluationsSubmit recommendations on promotions/incentives to the DS ManagerIdentify and review the essential skills/competencies needed at each job level and coordinate with the Learning and Development team for staff training needsKeep employees engaged through activities and initiatives that foster a culture of collaboration, inclusiveness, and unityDrives the implementation of procedures, and adherence to the policies, objectives, and goals within the departmentEmbrace and promote a culture of continuous learning by completing all required mandatory courses, identifying and mentoring SMEs, and facilitating peer learning sessions regularlyKeep scorecard information up to date every month.Strengthen the client-centric culture within the team and selfAdopt a commercial mindset anchored on a deep understanding of the Firm's business and strategy Projects: Ensure strict implementation of the project management frameworkPrepare project plans for the successful implementation of projectsPrepare project documentation i.e. processing instructions, process workflows, and processes mapsManage projects to successful completion based on customer/stakeholder specifications; establish performance standards and measuresAllocate project resources in coordination with the Workflow SpecialistsFacilitate resource-pooling by coordinating with Workflow Specialists and SMEs on training issues related to projects and look for opportunities to upskill and cross-skill where feasibleEnsure customer/stakeholder sign-off on processes and relay them to project team membersMonitor the progress of projects and provide regular status reports to customers/stakeholders and the DS managerDocument project completion and solicit customer/stakeholder feedbackFacilitate project post-mortem and RCA discussionsPrepare reports and information needed by customers/stakeholders, the senior manager, and other stakeholdersIdentify opportunities for collaboration with potential customers/stakeholders Skills and Experience: Bachelor's degree, good academic standing, and relevant work experienceHigh level of proficiency in MS Office applicationsExemplary work ethic, executive presence, and professional integrityKeen analytical skills and ability to determine client needsAbility to make sound and accurate decisionsAbility to collaborate and communicate effectively with people from different cultures and across all levels of the organizationAbility to establish and maintain effective working relationships; a team playerProven ability to manage and motivate othersExcellent verbal and written English communication skillsHighly organized and detail-orientedManages time effectively and prioritizes tasks to meet deadlinesFlexible and willing to work in any shift
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