Mô tả công việc

Team Performance & Operations Management

• Motivate the team and build strategies to meet efficiency, productivity, and consistency targets.
• Understand CTQ parameters that affect the process and take actions to improve them.
• Conduct twice-monthly performance checkpoints using scorecards.
• Correct non-performing metrics and analysts through root cause analysis and action planning.
• Ensure SMEs perform their duties and responsibilities.

People Development & Team Engagement

• Build career development plans for analysts and guide them toward personal and career goals.
• Facilitate team meetings, huddles, and monthly sit-down sessions to gather insights and innovation ideas.
• Create an engaging and positive work atmosphere for the team.
• Serve as the first point of escalation and clarification for HR-related matters and concerns.

Scheduling, Compliance & Administrative Control

• Communicate team schedules, manage leave requests, and monitor team attendance.
• Escalate red flags to management from a duty-of-care perspective.
• Enforce base operational expectations and information security policies.
• Identify workflow improvement opportunities and suggest solutions.
• Execute team administrative functions, including time report reviews and HR disciplinary actions when needed.

Yêu cầu công việc

Education & Experience

• Bachelor’s or Associate’s degree.
• 2–5 years of working experience, preferably with 1 year of team leadership experience.

Skills & Competencies

• Ability to motivate teams and rally members toward organizational goals.
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Strong ability to manage performance, schedules, attendance, scorecards, and team administrative tasks.

Language / Other Requirements

• Chinese Mandarin and English proficiency required.
• Strong knowledge of the cultural context in supported user countries.
• Good knowledge of the language of supported countries is an advantage.
• Flexible to work in a 24/7 environment.

Personality & Attitude

• Motivational, people-oriented, and supportive.
• Responsible in team performance, compliance, and escalation handling.
• Creative in workflow improvement and problem solving.
• Positive, engaging, and able to build team cohesion.