Objectives
- Lead various outsourced services teams to achieve and exceed their performance targets.
Responsibilities
- Manage overall performance and delivery of services as defined in the Statement of Work (SOW) for each team.
- Be the Single Point of Conduct (SPOC) representing the Company to the clients for all matters including resolution of any issues arising to service delivery and staff discipline.
- Develop relationships with client stakeholders and other communities at site.
- Support administration of contractual terms in SOW and POs.
- Initiate and lead projects to value-add to existing services and client engagement which may include productivity improvement, cost reductions, etc..
- Develop and maintain all documentation, including SOPs, Work Procedures, Work Instructions, etc.
- Attend all relevant meetings with Client pertaining to the fulfilment of the SOW.
- Provide guidance to Team Lead and individual staff members with regards to service performance.
- Prepare and consolidate all monthly and quarterly reports.
- Schedule, coordinate and conduct Quarterly Management Review with Client, including Purchasing and other stakeholders as appropriate.
- Maintain document control process
- Ensure compliance with HS&E requirements, including development of Safety processes and documentation.
- Ensure compliance with Quality standards, including timely submission of any quality reviews and related documentation.
Staff Development
- Conduct all relevant on-boarding training (may be supported by Team Lead);
- Ensure that each staff is qualified for the scope of the services to be delivered;
- Maintain all training records;
- Complete periodic performance appraisal of the Team Lead and staff members where appropriate;
- Coach and mentor team leader and staff members;
- Carry out training needs analysis.
Support HR and Administration
- Support recruitment of staff for replacement or new positions;
- Off-board and exit management of staff;
- Supervise, control and maintain efficient and effective discipline over any and all personnel and shall impose disciplinary action over erring personnel;
- Submit team’s HR related documentation, including payroll matters (Leave, Expense Claim, Over-Time, etc.);
- Build morale of team members;
- Facilitate staff engagement and welfare programs.
