Supervisor Sales Operations & Support

1. Purpose

The Supervisor for Order Management is responsible for making sure all orders are processed in a timely manner. This position provides support to the order management team taking second level escalations. He/she manage the daily operations of assigned teams assist Operations Manager in improving team productivity and efficiency and support business groups in identifying areas for improvement and drive key business metrics.

KRA 1: Staff Management and Development

1. Evaluates individual performance and conducts performance discussions to keep everyone on track
2. Performs regular coaching to enhance the performance of staff and encourage participation in decision making.
3. Adheres to the regularization performance appraisal semi-annual performance review rewards and recognition and other people related policies and guidelines
4. Determines employees capabilities and improvement areas
5. Identifies functional /behavioral training & development needs of employees to support team goals and objectives
6. Completes individual development plans of employees based on the company guidelines and implements agreed training/ development activities
7. Monitors effectiveness of the development plan and supports employees in the application of learning to the job
8. Plans organizes and coordinates team activities to enhance team camaraderie employee engagement
9. Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process

KRA 2: Operations Management

1. Ensures the Service Level Agreements are on target
2. Participates in goal-setting review to ensure challenging and stretched goals and assignments for the team in support of the overall business
3. Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
4. Submits period reports on metrics/KPIs/Dashboards to determine performance against the SLAs of the team.
5. Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit.
6. Monitors schedules of employees to ensure proper shift coverage
7. Plans assigns and directs work to the employees in cooperation with the supervisor or manager to manage workload and projects
8. Implements policies on the filing documenting and approval of time and attendance administration
9. Identifies and documents changes in the roles responsibilities accountabilities and workload of employees to properly determine volume headcount ratio work scope

KRA 3: Functional Expertise

1. Acts as back-up if volume is high (i.e. takes escalation/non-escalation calls provides email support and/or handles support work tickets/transactions).
2. Disseminates product/process updates to staff.
3. Responds timely and accurately to the escalations of the staff support.
4. Anticipates and foresees the requirements of customers based on previous data and precedents.
5. Trains new hires and ensures that they have sufficient knowledge and skills before going live or performing their work alone/independently.

KRA 4:Internal Communication

1. Understands and seeks critical information and data needed by the team
2. Communicates policies programs and decisions that affect employees
3. Uses effective communication tools like flow charts process flows diagrams etc. to effectively communicate products processes business and team performance and others
4. Conducts team meetings to address issues and concerns escalations improve processes and others
5. Collaborates and networks with other leads to complete assigned projects and programs
6. Keeps management informed and updated on matters affecting their team morale and performance

KRA 5: Customer Management

1. Generates reports based on team deliverables and present to management and counterparts
2. Escalates specific issues and provides recommendation to customers to address them
3. Assists direct reports in resolution of escalations on the area of specific support
4. Identifies problems analyzes trends and implements corrective and preventive actions using quality tools
5. Schedules coordinates and facilitates customer communication.
6. Works closely with counterparts/POCs to identify and address loopholes and process gaps.
7. Support projects related to quality and process improvement (such as Think Customer QMS Lean Office etc.) and handles tasks to support the objectives of the management
8. Participates in business conference calls