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Operations Supervisor I

📁
Operations (inc. Manufacturing)
💼
LexisNexis
📅
RE 004L7 Requisition #
Job Summary:

The Operations Supervisor is responsible for supervising the timely completion of Reed Exhibitions campaigns.  The role supervises the planning, organizing, executing and reporting of all Reed Exhibitions campaigns and will be accountable for achieving the shows goals.

Accountabilities:
Employee Performance Management:
1.  Ensure new employees are oriented to the organization, it's policies, facilities, etc.
2.  Ensure that employees follow the organization's policies and procedures
3.  Facilitate employee training and development
4.  Manage individual and team scorecard per month
5. Validate individual productivity using trackers and call recording software
6.  Listen to calls to ensure call quality
7.  Monitor, assess, and provide feedback about employee's performance
8.  Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring
9.  Conduct performance appraisal on a regular basis
10. Complete 100% coaching and PDP discussion with team
11. Develop and implement PIP if performance is not adequate
12. Provide rewards program for employee accomplishment
13. Lead regular team building activities including strategic planning, RE Cares, etc.
14. Approve and monitor daily team attendance through HR Teamware
15. Attrition - maintain annualized negative attrition at or below 10%
16. Support and drive 80% attendance in at least 3 major employee engagement initiatives during the year
17. Support and drive 80% attendance in at least 1 major corporate social responsibility program during the year

Conflict / Crisis Management"
1.  Regularly review the needs of employees
2.  Help, discuss, evaluate and resolve personal and work issues among team members
3.  Inform and monitor employees during times of crisis or disaster to assess situation
4.  Inform the manager of the current situation of team members and recommend solution

Reporting:
1.  Submit weekly operation performance status report to Reed Exhibitions Manager
2.  Generate monthly performance update to BU Stakeholder
3.  Update all necessary reports needed by Stakeholders
4.  Ensure all reports are accurate, updated and submitted on time

Operational Improvement:
1.  Productivity and Phone Time - achieve specific and identified team targets
2.  Completeness and Timeliness - achieve 100% of team deliverables within TAT
3.  Accuracy - achieve specific and identified team target accuracy and quality measures
4.  Stakeholder Management - conduct monthly operations review and execute action items agreed with the business unit
5.  Receive, review, monitor and manage workload and assignments of the team
6.  Manage stakeholder expectations regarding deadlines, quality and efficiency
7.  Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
8.  Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
9.  Manage and facilitate the corrective action process, partnering with the manager
10. Conduct effective workforce planning and responsible for individual career development
11. Participate in the implementation of support plans for product integrations and company acquisitions
12. Process audit - support annual process audit activities
13. Operations Standard - support compliance with established processes

Job Summary:

The Operations Supervisor is responsible for supervising the timely completion of Reed Exhibitions campaigns.  The role supervises the planning, organizing, executing and reporting of all Reed Exhibitions campaigns and will be accountable for achieving the shows goals.

Accountabilities:
Employee Performance Management:
1.  Ensure new employees are oriented to the organization, it's policies, facilities, etc.
2.  Ensure that employees follow the organization's policies and procedures
3.  Facilitate employee training and development
4.  Manage individual and team scorecard per month
5. Validate individual productivity using trackers and call recording software
6.  Listen to calls to ensure call quality
7.  Monitor, assess, and provide feedback about employee's performance
8.  Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring
9.  Conduct performance appraisal on a regular basis
10. Complete 100% coaching and PDP discussion with team
11. Develop and implement PIP if performance is not adequate
12. Provide rewards program for employee accomplishment
13. Lead regular team building activities including strategic planning, RE Cares, etc.
14. Approve and monitor daily team attendance through HR Teamware
15. Attrition - maintain annualized negative attrition at or below 10%
16. Support and drive 80% attendance in at least 3 major employee engagement initiatives during the year
17. Support and drive 80% attendance in at least 1 major corporate social responsibility program during the year

Conflict / Crisis Management"
1.  Regularly review the needs of employees
2.  Help, discuss, evaluate and resolve personal and work issues among team members
3.  Inform and monitor employees during times of crisis or disaster to assess situation
4.  Inform the manager of the current situation of team members and recommend solution

Reporting:
1.  Submit weekly operation performance status report to Reed Exhibitions Manager
2.  Generate monthly performance update to BU Stakeholder
3.  Update all necessary reports needed by Stakeholders
4.  Ensure all reports are accurate, updated and submitted on time

Operational Improvement:
1.  Productivity and Phone Time - achieve specific and identified team targets
2.  Completeness and Timeliness - achieve 100% of team deliverables within TAT
3.  Accuracy - achieve specific and identified team target accuracy and quality measures
4.  Stakeholder Management - conduct monthly operations review and execute action items agreed with the business unit
5.  Receive, review, monitor and manage workload and assignments of the team
6.  Manage stakeholder expectations regarding deadlines, quality and efficiency
7.  Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
8.  Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
9.  Manage and facilitate the corrective action process, partnering with the manager
10. Conduct effective workforce planning and responsible for individual career development
11. Participate in the implementation of support plans for product integrations and company acquisitions
12. Process audit - support annual process audit activities
13. Operations Standard - support compliance with established processes

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