Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action for each team leader by using all available statistical or historical data as well as qualitative information
• Provide regular coaching to team leaders based on effective root cause analysis or problem identification techniques
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Conduct regular performance evaluation
• Join Triad session to assist team leaders in improving their coaching skills
• Support team members for career development
• Give recognition to the team members’ group and individual achievements and prepare the appropriate documentation/commendation

 

Ensure accountability among team members

 

• Manage and develop the team to meet and exceed program goals
• Provide regular feedback on performance of subordinates
• Document coaching sessions and prepare development action plan to address areas for improvement
• Prepare appropriate documentation to ensure corrective action is taken to address behavioural or performance related issues/opportunities of team members
• Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct
• Set a good example by strictly adhering to the company’s policies, procedures and guidelines

 

 

Manage results and numbers

 

• Track and monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date
• Ensure that individual and team goals are being met on a daily, weekly and monthly basis
• Provide insights on Operations  numbers
• Conduct weekly business review to improve overall performance of the team
• Provide weekly & monthly reporting on all activities

 

Support Management

• Team up with Workforce to manage Real Time Staffing Requirement
• Calibrate with Quality to ensure that forms and evaluations are up to date, work with the NPS data to identify Training Needs Analysis
• Ensure business process documentation is kept up to date
• Liaise with the Click Melbourne team on BOH issues
• Manage any regulatory, industry or system changes affecting BOH
• Identify and implement business process improvements to improve operational efficiency and customer satisfaction
• Provide input into external audits of operations

 

• Involvement in Recruitment and Training Requirements
• Work with Change Management Specialist to ensure that process is complete and up to date
• Validate accuracy of Program Reporting

Other

• Complete tasks delegated/assigned by the GM of Operations
• Perform other reasonable duties as required

14th month pay 26 Leave credits per annum HMO + 2 additional dependents on day 1 of employment Life insurance on day 1 of employment an amaysim workplace culture, and many more fun extras!