Global Business Services People Services Operations Supervisor ( Level 7)

.Job DescriptionWork AppropriatelyHybrid: This position requires to work 3 days on site 2 days at home remote on a full-time basis.ResponsibilitiesResponsible for the supervision of a team of People Services professionals handling the day-to-day activities including the migration of these activities to the agreed GBS SSC site.What will you do?Mandatory having experience with people management and team development (minimum experience of 3 years leading at least 20 team members).People Management: Managing daily operations and activities of the team, conducting performance appraisal discussions, coaching and mentoring direct reports, implementing developmental plans, rewards and recognition, disciplinary actions, etc., and monitoring performance improvements and milestones.Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety. Evaluating peer check/post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with stakeholders to align process gaps based on escalated issues and post audit results. Ensuring that the Business Plan Deployment (BPD) Wall is periodically updated to ensure proper and timely communication of business plans and results.Project Management: Organizing project teams for performance improvement and initiatives. Monitoring and ensuring compliance with project plans based on the standards set.Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Initiating meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing People Services in programs/activities that require related expertise and decision making. Interacting with internal/external related parties such as but not limited to Business Units, GMAS and SOX Auditors, and HR Representatives.Operational Efficiency: Performing operational monitoring activities. Serving as an information source for routine and non-routine questions on the floor. Monitoring transactions of the team and conducting periodic checks of the performance of the Team Leads/Case Managers. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and job aids. Random monitoring of peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing schedules aligned with forecast volume considering all planned leaves, holiday schedules/shutdown in other countries.Complaint Management: Ensuring timely resolution of direct reports and clients' issues and concerns