Supervisor I, Operations Management
Full-time
RELX
Accountabilities People and Performance Management
- Lead and oversee the day-to-day operations of the UK&I support team, ensuring service delivery, quality, and productivity targets are achieved.
- Facilitate onboarding and ensure team members are trained on organizational policies, processes, systems, and standards.
- Monitor individual and team performance against established KPIs, scorecards, and service expectations.
- Provide regular coaching, mentoring, feedback, and development opportunities to enhance employee capability and engagement.
- Conduct performance evaluations and support the annual review process.
- Develop and implement performance improvement plans (PIPs) when required.
- Manage team attendance, scheduling, and workforce capacity to ensure operational coverage.
- Serve as a hands-on supervisor by supporting production activities, escalations, and priority work as business needs require.
- Foster a positive and inclusive team culture through employee engagement and corporate social responsibility initiatives.
- Proactively identify and address team challenges that may impact employee well-being, engagement, or productivity.
- Resolve interpersonal and work-related issues in a fair, timely, and confidential manner.
- Provide leadership and direction during operational disruptions, system outages, high-severity incidents, and business continuity events.
- Escalate significant operational or people-related concerns and recommend appropriate action plans.
- Prepare and deliver operational performance reports and insights to leadership and business stakeholders.
- Communicate monthly performance results, trends, risks, and improvement opportunities.
- Maintain accurate, timely, and relevant operational reporting to support decision-making and governance requirements.
- Develop a strong understanding of business processes, customer requirements, and operational objectives to drive performance and continuous improvement.
- Manage daily workflow, workload distribution, and resource allocation to ensure service level commitments are met.
- Work in production to effectively coach and mentor team members as well as assist in production due to business requirements i.e., volume influx, staffing issues etc.
- Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
- Review, develop and implement process improvements, departmental goals, and objectives
- Conduct monthly operations review and execute action items agreed with the manager and business unit partners
- Manage multiple processes or work functions simultaneously
- Monitor and manage workload and assignments of the team
- Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
- Manage and facilitate the corrective action process, partnering with the Manager
- Process audit – support annual process audit activities
- Operations Standard – support compliance with established processes
- Perform other duties as assigned
- Bachelor’s degree holder
- Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
- Proven success at managing change
- Strong organizational, prioritization and delegation skills
- Proven problem solving and analytical skills
- Detail oriented and project management skills
- Must not have any performance or disciplinary issues in the past 12 months
- RELA 1.0 Graduate is an advantage but not required
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
Vacancy posted 1 day ago
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