Vacancy details

JOB TITLE:                       EMEA OMD Supervisor

Reports To:                     Training and Quality Manager

1.                PURPOSE OF JOB

As an OMD supervisor you will be responsible for overall reporting, staffing & scheduling, accounts service levels, completion of required supporting documentation for payroll processing, client reports, internal reports, and timelines of support delivered. You will also monitor and enhance the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and development by leading the team towards the department's quality performance.

2.            KEY RESPONSIBILITIES

·        Assess technical skills for applicants & take part in the hiring CBIs

·        Technically onboard the new hires:

·        Arrange the shadowing plan & required handover sessions

·        Confirm once new hires are ready to take over assigned reports.

·        Carry out monthly audits (Random sample of reports / WI): 2 audits per admin per month (KPIs matric)

·        Assist manager in setting suitable performance action plans.

·        Follow up on the technical part of the action plan & provide feedback to the manager

·        Constantly lookout for ways to improve monitoring, discovering issues and delivering better values to stakeholders and clients

·        Run a set of agreed upon reports on timely manner, such as: MLL KPIs, OMD utilization report …

·        Conduct weekly performance check-ups with team members.

·        Ensure weekly performance check-ups are properly documented.

·        Calculate the team’s KPIs in coordination with the OMD Manager.

·        Manage the performance of the team, develop and coach team members when they are carrying out their normal duties

·        Ensure a high standard of code and leadership by being a role model and setting an example for others to follow

·        Ensure that agreed service levels for the support are consistently delivered across all lines of business  

3.            CORE COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

·        Execution

ü  Demonstrates initiative, works to achieve results, meets or exceeds goals, acts on opportunities to create value

·        Communication

ü  Create and maintain effective working relationships with all stakeholders and team members

ü  Promote a positive and professional image of the department.

·        Planning

ü  Manage time and workload in order to meet deadlines and service levels.

ü  Support manager in assigning the workload as per resources’ technical capabilities

ü  Focuses, aligns, optimizes, and improves resources and the use of resources to achieve goals.

·        Analysis

ü  Assist Manager to Integrate information, guidelines, and requirements from different sources to evaluate alternatives and make effective decisions. 

ü  Draws accurate, useful conclusions from financial and quantitative information.

·         Talent Enhancement

ü  Helps others identify and prioritize their development objectives.

ü  Promotes sharing of expertise and a free flow of learning across the Function.

4.        EDUCATION and EXPERIENCE

·        Fluency in the English language

·        At least 3 years’ experience in Data Management with 1 years minimum in a managerial level

·        Advanced knowledge of Microsoft Office especially Excel

·        Advanced knowledge of Power BI and SQL

5.            SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.            ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to Sykes policies on ethics and integrity.