GBS Remote Business Support Supervisor

Job description

Company Description We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. Job Description Primary Responsibilities Troubleshoots and corrects daily disruptions to productivity. Ensures that the RBS provides a high level of service to the Affiliate operations based on the Statement of Work. Manages the staff operations and administration for the RBS program, including optimizing shift schedules, according to Affiliate needs. Proactively manages performance, throughput, utilization, and quality via established KPIs, alerting program leaders of deficiencies in a timely manner. Main RBS point of contact for Affiliates regarding all operational issues. Specific Responsibilities At all times, complies with SGS Code of Integrity and Professional Conduct. Maintains a working knowledge of all processes and procedures being supported by the assigned teams. Participates as required in the recruitment of the new RBS staff on behalf of Affiliates with operations housed in RBS facilities. Supports and guides Team Leads in their management of daily work assignments and, as far as possible, checking in with each one at the beginning of each day and again 6 hours into their shift. Ensures work-from-office and work-from-home hybrid (if offered) policies are adhered to: Both the office and home working conditions are maintained, including office space, computers, desks, connectivity, etc. Connectivity stability and speed are maintained such that productivity is not impacted per set KPI targets. Staff members observe mandatory schedule in office unless excused in writing Staff members consistently and sustainably maintain a minimum performance of Meets Expectations each week. At the end of each week, prepares and/or reviews and adjusts weekly shift roster in coordination with Affiliates to ensure adequate coverage. Ensures the team is following the roster and resolves any issues that may arise. Escalates to the Affiliate Manager and RBS Manager as required. Manages staff attendance and time off requests in coordination with Affiliates. Manages all personnel issues in a timely manner; discuss and review with RBS Manager; liaise with HR as needed. Reviews all daily status reports, if required, for completion of all work commitments. Ensures fluid communications between the Affiliates and their RBS team(s) and that all issues and conflicts are resolved in a timely manner. Ensures Team Leads respond to Affiliate enquiries within the same shift as received. Ensures they themselves respond to all Affiliate queries within the shift received. In the absence of a Team Lead for any particular team, ensure with the team members that work trackers are updated and accurate daily. Compiles, monitors and reports KPIs as outlined in the Statement of Work, focusing on continuous improvements, and coordinating with Affiliate managers to correct performance deviations as quickly as possible. At the end of each week, runs KPI reports for each team and each individual, looking to verify the underlying work tracker data is correct and up to date, as well as identifying performance aberrations before they become larger issues. Initiate corrective and/or improvement actions as needed to ensure performance is maintained. Ensures work instructions, SOPs and quality documents available to the teams are up to date and adhered to. Ensures that all Corrective Action and Preventative Action (CAPA) or equivalent investigations are pursued, closed and findings implemented in a timely manner in close coordination with the Affiliates. Participates in scheduled weekly/monthly discussions with Team members, Affiliates and Business Support program management, to ensure that any issues both immediate and ongoing are addressed. Organizes, manages and perhaps participates in staff training requirements, opportunities and schedules in coordination with Affiliates. Set annual goals with RBS staff and executes the annual performance reviews, fully informing affiliates, including access to or entry into the local performance tracking system. Assists in the identification and implementation of specific operational improvements as discussed with the Affiliate manager, the RBS Manager, or the GPO Remote Business Support team. These projects will focus on the improvement of quality, efficiency, accreditation compliance, communication, and technical improvement. Represents the RBS Program to affiliates and visitors as needed. Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior. Ensures work area in RBS is always kept clean and presentable. Remains familiar with SGS quality assurance procedures. Complies with all SGS QHSE and HR policies and procedures. Qualifications Profile Minimum university bachelor’s degree in a technical area related to the team’s work requirements. A minimum of 5 years’ related work experience, and a minimum of one year under RBS program. Prior supervisory experience a plus. Demonstrated consistent and sustainable performance meeting or exceeding team KPI targets. Proficiency on all MS Office tools and at least one Affiliate LIMS or operations software system. Demonstrated commitment to data quality and operational excellence. Experience in administrative activities and in professional interactions with back-office functions, such as HR, IT and Finance. Demonstrated aptitude to manage a team of over 20 people. Additional Information Required Skills Good knowledge of process approach, ability to challenge and improve processes. Fluent in English Able to provide excellent customer service level. Able to closely cooperate with other groups within an organization. Outstanding sense of organization, detail-oriented and meticulous Excellent sense of prioritization Good communication and interpersonal skills Able to work independently and coordinate several activities simultaneously. Works well under pressure. Applies judgment and acts according to the SGS standards of ethics and integrity.