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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