Talent Supervisor

Skillsets:

• Operation Management

• Project Management

• Coaching & Mentoring

• Team Management

• Problem Solving

• Business Process Improvement

• Strategic Thinking

Responsibilities:

• Lead a team of client-facing employees
• Conduct bi-weekly one-on-one meetings with direct reports
• Manage the performance of employees under supervision
  
• Responsible for team and client retention
• Ensure the successful fulfillment of both contractual and operational Key Performance Indicators (KPIs) by delivering services within agreed deadlines and maintaining the required quality standards
• Serve as the primary escalation point for all operational issues raised by clients, swiftly addressing and resolving them to minimize any negative impact. Additionally, proactively identify root causes and implement preventive measures to mitigate the occurrence of similar issues in the future
• Maintain open lines of communication with clients to ensure that the delivery team is well-informed about the latest procedural changes. Foster a collaborative environment where the team is aligned with client expectations and requirements.
• Develop and nurture positive relationships with clients and colleagues, promoting a culture of trust, collaboration, and mutual respect. Build rapport with clients to enhance customer satisfaction and cultivate a harmonious working atmosphere within the team
• Proactively seek opportunities for continuous improvement initiatives, striving to enhance processes, optimize efficiency, and elevate service quality. Stay updated on industry best practices and emerging trends to drive innovation and deliver superior results.
• Ensure strict compliance with all client-published policies and procedures, as well as legal and regulatory obligations that the company must adhere to. Maintain a thorough understanding of these requirements and implement necessary measures to meet them.
• Collaborate in the creation of Performance Improvement Plans (PIPs) for team members who are not meeting expected production or quality targets. Monitor the progress of these programs over a defined period, providing guidance and support to help individuals succeed.
• Actively coach team members to achieve their goals and cultivate the necessary skills to drive results. This involves providing constructive feedback, demonstrating desired skills, and fostering a work ethic that aligns with the team's objectives.

Requirements

• Excellent English oral and written communication skills.
  
• Candidate must possess at least a Bachelor's/College Degree in any field.
  
• At least 3-4 years of working experience in the related field is required for this position.
  
• Wiling to work on night shift schedule and must be amenable to work outside work hours occasionally (to facilitate team meetings and conduct one-on one meetings with direct reports)
  
• Must have experience and/or in-depth knowledge on current trends in the IT/ Software Development industry.
  
• Must have at least 1 year of experience working with foreign clients (US, UK, Australia, Canada, etc).
  
• Has the ability to build strong professional relationships with direct reports and clients.
  
• Must have strong organizational skills and attention to detail.
  
• Must possess a sense of urgency and initiative in dealing with requisitions.
  

• Must have experience and/or in-depth knowledge on current trends in the IT/ Software Development industry.
• Must possess a sense of urgency and initiative in dealing with requisitions.
• Must have at least 1 year of experience working with foreign clients (US, UK, Australia, Canada, etc).