Position Overview

The Client Services Supervisor assists with the overall day-to-day operational and administrative tasks within the organization. The position is responsible for handling client issues and concerns regarding operations and staff performance; proactively supporting the delivery of HR Processes at the clients’ side. The Client Services Supervisor coordinates with other Support Teams to ensure business continuity and performance compliance.

RESPONSIBILITIES

Operational and Team Management

• Ensure clear and responsive communication by addressing customer queries via email or other communication channels within a 2-hour or less service level agreement (SLA).
• Provide day-to-day operational, and project support to clients and employees
• Manage clients' compliance to company systems and policies
• Build a strong business relationship with clients to discuss issues, concerns, and updates
• Manage work schedules
• Carry out daily operational duties and responsible for motivating employees; leads by example
• Monitor team performance, attendance, productivity, etc. and ensures that SLAs are regularly met
• Motivate and encourage employees through positive communication and create effective channels for employee feedback
• Establish a positive, supportive, and collaborative environment
• Drive company initiatives that contribute to long-term operational excellence
• Assist in the development of strategic plans for operational activity
• Formulate and implement departmental & organizational policies and operational plans & procedures to maximize output
• Manage complex and difficult HR Projects cross-functionally
• Validation of invoices as required and provide timely and accurate client reports.

Administration

• Act as the main link between Client Operations, Management team, and the employees
• Perform wide range of Human Resource activities
• Review and evaluate staff individual strengths and areas for improvement; produce performance reviews as established by Operations Manager
• Monitor and report individual and team performance through regular scorecard reviews
• Deal with personnel work-related issues and concerns in a professional and confident manner using the company Code of Conduct and Labor Laws as a guide
• Provide effective coaching and perform the appropriate corrective/disciplinary action as needed
• Develop engagement activities to increase employee loyalty, focus, and retention
• Establish monthly town hall meetings with other departments to review operations activities within the organization
• Implement improvements to increase the effectiveness and efficiency of Support Services (HR, IT, Finance) as well as coordination and communication between functions
• Reconciling monthly activity, and generating year-end reports
• Assists in administering payroll and employee benefits and organizational insurance
• Serve as primary liaison to legal counsel in addressing legal issues e.g., intellectual property, copyright, governing instruments, partnerships etc.
• Monitor various departments in the organization together with Human Resources Department
• Oversee organizational insurance policies and ensure the health and safety of all employees

POSITION REQUIREMENTS:

• Graduate of any bachelor's degree preferably in Human Resources or any related course
• With at least 3-5 years relevant and hands-on experience in Human Resources
• Background in Philippine Labor Laws / HR governing policies is required
• Previous work experience in a BPO/Offshoring company
• Experience handling start up campaigns or Australian accounts is an advantage
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal effectively, comfortably, and confidently with clients at all levels of responsibility, authority, and rank
• Ability to deal with people across all levels of the organization
• Ability to make sound decisions, is goal-oriented, energetic, and a forward thinker who has set high standards
• Extensive knowledge in operations-related functions with proven planning and leadership skills
• Must be detail-oriented, has good judgment and should be able to think strategically
• Possesses strong analytical skills
• Good time management and organizational skills
• Trustworthy, reliable, and has the ability to work independently and manage multiple projects at a time
• Strong commitment to service and a flexible can-do attitude to respond to client and business needs
• Exhibits a high degree of professionalism
• Ability to multitask and remain calm under pressure and stress
• Takes initiative and deliver solutions
• Must be amenable to be assigned in morning shift or night shift schedules but must be open to a shifting schedule and weekends, if needed.

Please refer to job description.