Operations Team Lead/SME | Cebu | Shifting Schedule

MicroSourcing


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
Staff-related

Job Description

Performance

  • Ensure that staff meets client standards, KPIs, metrics, etc.
  • Monitor and track daily attendance.
  • Meet coaching session quotas per month.
  • Guide employees to correct or meet performance standards and/or behaviour by identifying the root cause of the problem. Identify causes and find solutions, not to punish the employee.

Payroll Concerns

  • Handle payroll disputes from staff and create requests for adjustments if necessary.
  • Validate payroll on a bi-monthly basis
  • Remind staff to create requests to adjust their attendance when necessary.
  • Create requests to issue bonus, incentives, and commissions as approved by the client.

Employee Satisfaction

  • Primarily responsible for addressing staff concerns.
  • Coordinate with various departments to fulfil staff concerns.
  • Conduct Operations orientation to New Hires.
  • Roll out company updates to clients and staff
  • Facilitate Focus Group Discussions at least twice each year, once per quarter for VCs/MCs
  • Disseminate information to employees like updates on policies and company events.

Others Staff-related tasks

  • Management of day-to-day operations through attendance monitoring, assisting staff with concerns, implementation of Company policies and maintaining discipline and order in the work floor

Client-related

Performance Monitoring

  • Create monthly client reports based on performance and climate check of staff.
  • Regularly coordinate with the client regarding the status of the offshore team
  • Implement policies, deadlines and standards set by the client
  • Create, maintain and administer schedules for outsourced staff, in coordination with the client.
  • Develop of reports/process that increase the ability of the offshore project to effectively and accurately plan acceptable performance results

Billing

  • Draft monthly costs that will be billed to each client.
  • Validate client invoice drafts on a monthly basis.

Client Satisfaction and Engagement

  • Spearhead meetings with clients to determine their plans for their offshore staff.
  • Coordinate with the client for team expansion and sourcing needs

Other Client-related Tasks

  • Create/draft agreements for client owned or leased equipment.
  • Monitor and prepare important documents like the MSA and SOW.
  • Promote MicroSourcing and Microcreatives services

MicroSourcing-related Tasks

  • Plan and facilitate employee engagement activities for the project staff
  • Working closely with OM in updating the Client profiles when needed (i.e. Hiring tracks, Cost Sheet, Project Extension Contracts)
  • Prepare and maintain statistical reports used in management decision-making - particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management
  • Create requests in changing or updating employment terms of staff.
  • Draft training agreements for project/team indicating the performance metrics, evaluation and escalation of infractions, and coordinate with HR for the approval of the document
  • Attend monthly operations meeting to discuss vertical updates.
  • MicroStatus management - Keeping track of account diaries, documents, and account info sheets, etc.
  • File server management.
  • Coordinate with the Recruitment team for team expansion/replacement of project employee, IT to meet service level agreements, HR for government-related requirements and concerns, etc.

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