NDLSFO Regional Supervisor (East)
NDLSFO Regional Supervisor (East)
Posted on :
26-06-2025
Employer Active
1 Vacancy
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Job Description
Reporting to the Operations Manager the successful candidate will be responsible for the following activities:
- Management and Supervision of NDLSFO staff across a defined group of centres
- Co-ordination of rosters ensuring the best utilisation of staff to support operations and meet SLAs
- Leading recruitment campaigns and play an active role in onboarding and training of new staff.
- Ensuring all training documents for new hires are submitted to the Operations Manager in a timely manner
- Create and update training documentation in line with operational procedures as directed by the Operational Manager
- Conduct planned and unplanned visits to centres on a weekly basis ensuring good communication exists between the successful candidate and associated staff at all times
- Conduct Centre audits in terms of operational procedures including compliance to Identity Validation Document Validation and NDLSFO Business Rules
- Responsible for ensuring all Centres are compliant with utilisation of the Front Office Solution and Dual Screen Technology
- Preparation review and analysis of NDLSFO daily/weekly/ productivity statistics reports for all staff
- Carrying out staff appraisals and ensuring development plans in place where required for staff
- Carrying weekly analysis of Error Reports including engagement with specific Verification Officers to ensure professional development is at the forefront of any weekly performance reviews
- Liaising with HR in relation to HR Issues as required and participate in meetings/disciplinary hearings where appropriate
- Liaising with Management re improvements or potential efficiencies that can be gained within the centres and/or the back office
- Lead and active participant in payroll preparation for each payroll period. This will include actively ensuring all staff clock cards are accurately updated prior to payroll deadlines
- Approving & Updating Expenses & Annual Leave Requests
- Stock Control / Inventory Management responsible for ensuring adequate supplies of stock and equipment are ordered available and distributed to centres to avoid any operational disruptions
- Responsible for ensuring each Verification Officer are completing their application processing customer registration verification authentication and payment processing activities in accordance with quality procedures productivity and service level agreements
- Responsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management in the NDLS centres
- Driving excellence and ensuring the highest level of service is delivered to our customers
- Investigate Complaints and support back-office team with drafting responses whilst adhering to contractual deadlines
- Support the Operations Manager and Service Delivery Manager in ensuring that the Service Delivery and the Operations Support Team are fully engaged with the strategy and vision of the business
- Leading and motivating the front office teams to deliver on agreed objectives KPIs and SLAs and drive customer satisfaction
- Work with the Operations Manager and other Supervisors to implement productivity targets where applicable and ensure that teams have clear understanding of daily/weekly and monthly contractual requirements and objectives
This is not a definitive list and other duties may be added on an Ad hoc basis
Qualifications :
The ideal candidate should possess the following attributes/skillsets:
- Dynamic confident and motivated individual with a proven track record within the Operations and Service Delivery Sector
- Experience in both Supervisory and Client Facing Roles an advantage
- Capacity to manage challenging KPIs for internal and external customers
- Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
- Team management and process improvement capabilities and expertise
- Strong customer service focus and experience
- Fluency in both written and oral English excellent documentation skills required
- Excellent communication skills vital to this role
- Demonstrate the ability to be flexible/adaptable reliable and tolerant in a changing working environment whilst maintaining efficiencies
- Initiative and excellent problem-solving skills in a fast-paced environment
- Successful candidate should be pro-active have excellent organisational skills and attention to detail
- PC Proficiency and knowledge of MS Office applications
Additional Information :
SGS Incentives:
- Comprehensive training programme
- SGS Onboarding Platform SGS Campus
- SGS Employee Referral Incentive Scheme across all SGS Business Lines
- Continuous Mentor Programme to promote professional development
- Progression Opportunities
- Annual Tax Saver Tickets for Rail Bus and Luas
- Bike to Work Scheme
- Employee Assistance Program - Spectrum Life Confidential Counselling Service
- Digital Wellness Platform
- Benefits Rewards Hub
- Pension once probation passed
- 22 Days Annual Leave pro-rata
Use of a Car & a Full Clean Driving Licence is essential
Full Training will be provided
Closing date for applications is Friday 11th April 2025 at 17:30
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
Key Skills
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