Supervisor I, Operations Management

RELX International; Manila; On-site; PHP 520,000 - 780,000; Full time

Job summary

RELX International in Manila leads the UK&I support team to ensure exceptional service delivery and productivity. You will coach staff, conduct performance reviews, and implement development plans to boost capability and engagement.

This hands-on role manages scheduling, escalations, and process improvements, reporting performance insights to leadership and supporting continuity during disruptions.

Qualifications

• Bachelor’s degree in a related field.
• Proven experience in leading and developing teams.
• Strong written and verbal communication across all levels.
• Experience with performance management and coaching.
• Willingness to learn and apply enterprise AI tools.

Responsibilities

• Lead and oversee the UK&I support team to achieve service delivery, quality, and productivity targets.
• Provide coaching, mentoring, and development opportunities; conduct performance evaluations.
• Manage attendance, scheduling, and workforce capacity; provide hands-on support in production when needed.
• Drive process improvements and continuous improvement initiatives; review and implement action items.
• Prepare and present operational performance reports and insights to leadership.
• Handle escalations, incidents, and business continuity events; ensure governance and compliance.

Skills

People management

Change management

Coaching & mentoring

Performance analytics

Communication skills

Organizational skills

Problem solving

Education

Bachelor’s degree

Tools

Enterprise AI tools

Job description

Accountabilities:People and Performance ManagementLead 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.Conflict / Crisis ManagementProactively 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.ReportingPrepare 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.Operational and Process ManagementDevelop 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 operationsReview, develop and implement process improvements, departmental goals, and objectivesConduct monthly operations review and execute action items agreed with the manager and business unit partnersManage multiple processes or work functions simultaneouslyMonitor and manage workload and assignments of the teamDrive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actionsManage and facilitate the corrective action process, partnering with the ManagerProcess audit – support annual process audit activitiesOperations Standard – support compliance with established processesPerform other duties as assignedQualifications:Bachelor’s degree holderMust have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organizationProven success at managing changeStrong organizational, prioritization and delegation skillsProven problem solving and analytical skillsDetail oriented and project management skillsMust not have any performance or disciplinary issues in the past 12 monthsRELA 1.0 Graduate is an advantage but not requiredAbility to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectivesMust be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthsWe know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .Please read our Candidate Privacy Policy .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:EEO Know Your Rights .