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- Drive strategic department performance improvement/management initiatives aligned with Firm/Department objectives
- Ensure the team is meeting the set customer/stakeholder 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 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 coordinate with the Learning and Development team 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 mandatory courses, identifying and mentoring SMEs, and facilitating peer learning sessions regularly
- Keep scorecard information up to date every month.
- Strengthen the client-centric culture within the team and self
- Adopt a commercial mindset anchored on a deep understanding of the Firm's business and strategy Projects
- Ensure strict implementation of the project management framework
- Prepare project plans for the successful implementation of projects
- Prepare project documentation processing instructions, process workflows, and processes maps
- Manage projects to successful completion based on customer/stakeholder specifications; establish performance standards and measures
- Allocate project resources in coordination with the Workflow Specialists
- Facilitate 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 feasible
- Ensure customer/stakeholder sign-off on processes and relay them to project team members
- Monitor the progress of projects and provide regular status reports to customers/stakeholders and the DS manager
- Document project completion and solicit customer/stakeholder feedback
- Facilitate project post-mortem and RCA discussions
- Prepare reports and information needed by customers/stakeholders, the senior manager, and other stakeholders
- Identify opportunities for collaboration with potential customers/stakeholders 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