Team Leader, Operations Mandarin

• Motivate and strategize how the team will meet efficiency, productivity and consistency targets.

• Ability to understand the CTQ parameters that affect the process and work on them.

• Perform twice a month checkpoint on the analyst's performance using scorecards as a point of discussion.

• Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals.

• Elevate and escalate red flags to management on a duty of care perspective.

• Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

• Guarantee that base operational expectations and information security policies are enforced.

• Identify improvement opportunities in workflows and suggest solutions. Creating a culture of innovation.

• Facilitate team meetings and team huddles.

• Create an engaging and fun work atmosphere for the team.

• First point of escalation and clarification on HR-related matters and concerns.

• Courses correct non-performing metrics and analysts through root cause analysis and solid action planning.

• Perform monthly sit-down sessions to gather insights and innovation ideas.

• Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed).

• Ensure that SMEs are performing their duties and responsibilities.