Supervisor, Document Services

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 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 i.e. 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, t