Role Overview
We are seeking a hands-on, people-focused Operations Supervisto lead our Client Operations back office team of 6 colleagues. This role is foremost a leadership role: you willganize, delegate, supervise the teams daily work, train colleagues to build capability, hold the team accountable fthe objectives below. You will act as the bridge between internal teams (ITL, Inspectors, Account Management) clients, distributing responsibilities across your team to ensure every account receives accurate, timely, high-quality service.
Key Responsibilities
You will lead a team of 4 colleagues at the back office, assigning ownership, coaching performance, distributing workload across the team to achieve the following objectives.
1. Team Leadership & Work Distribution
• Team Leadership: Lead the operations back office team day to day, setting clear priorities establishing accountability feach of the objectives below.
• Work Distribution: Distribute tasks accounts across the team based on workload, complexity, individual strengths, ensuring balanced coverage at all times.
• Training & Development: Design deliver internal training fField Engineers (FE) Back Office (BO) staff, support the creation of PowerPoint presentations e-learning materials.
• Continuous Improvement: Identify implement process improvements that increase team efficiency service quality.
2. Client Onboarding & System Setup
• Onboarding Kickoffs: Initiate manage PEO onboarding kickoffs: engage vendors fservice introductions, understclient operations, align internal stakeholders to ensure complete accurate profile setups.
• Inspection Records: Assign oversee the upkeep of inspection records fnew client follow-ups, tracking progress from the 1st to the 3rd inspection cycle.
3. Account & Client Management
• Dedicated Account Oversight: Allocate high-priority accounts (e.g., Coppel MOB) to the right team members, personally drive proactive engagement, strategic communication, swift issue resolution.
• Data Validation: Oversee validation, updates, translation of customer-specific requests General Information (GI) to maintain data integrity accuracy across the team.
4. Systems & Process Optimization
• System Oversight: Manage QIMA ONE system operations (PSI/PEO modules), ensuring workflows tools are aligned to client needs assigned appropriately within the team.
• AI & Project Implementation: Coordinate the teams involvement in AI internal projects, tracking progress ensuring timely completion.
• IP Management: Support the Account Management (AM) team with creation, updates, version control of Inspection Protocols (IP), delegating tasks as needed.
5. Quality Assurance & Risk Monitoring
• Risk Management: Monitassess riskders fnew clients, reinforcing critical service points with team members by reviewing specific service instructions.
• Field Support: Ensure the team provides remote support to Field Engineers (FE) during onsite inspections, resolving PEO service queries to guarantee a high quality of service delivery.
6. Feedback & Continuous Improvement
• Feedback Collection: Consolidate weekly issue feedback from ITL Inspectors, assign follow-up ownership within the team, share insights with the AM team to drive corrective actions. Track resolution status measure the effectiveness of changes implemented.
7. Ad-hoc Support
• Investigations: Support claims investigations as required, assigning capacity from within the team.
• General Support: Handle other tasks as arranged by the management team to support overall business objectives.
Qualifications & Requirements
Education & Experience
• Bachelors degree in Business Administration, Operations Management, a related field.
• Minimum of 3-5 years of experience in operations management, preferably within the inspection, testing, certification, PEO sector.
• Proven experience leading operational teams distributing workload to meet service commitments.
Skills & Competencies
• Language: Fluency in English (Spanish is a significant advantage).
• Systems: Strong proficiency with operational software databases; experience with QIMA ONE systems is highly desirable.
• Project Management: Strong project management skills with the ability to handle multiple priorities stakeholders.
• Analytical: Excellent problem-solving skills attention to detail, particularly regarding data validation risk assessment.
• Communication: Exceptional communication skills, capable of liaising between internal teams external vendors effectively.
• Leadership: Demonstrated ability to lead a team, delegate effectively, foster a collaborative environment, drive performance.
• Technical: Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
Role Type & Reporting
• Working Hours: Monday - Friday, 9:30 AM - 6:30 PM.
• Reporting Structure: This role reports to the Head of Operations / SeniManagement manages a team of 6 colleagues in the Operations Back Office.
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