Supervisor I, Operations Management

RELX; Philippines; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Relx Plc in the Philippines seeks a proactive operations leader to oversee the UK&I support team, drive service delivery, coaching, and performance against KPIs, while ensuring high-quality customer outcomes.

You will coach, mentor, and develop staff, manage attendance and workload, and partner with leadership to implement process improvements and continuity plans. Strong communication and change-management skills are essential for success.

Qualifications

• 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

Responsibilities

• 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
• 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

Skills

Communication skills

Collaboration across levels

Change management

Organizational skills

Problem solving & analytics

Attention to detail

Project management

Education

Bachelor's degree

Job description

Accountabilities

• 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.

People and Performance Management

• 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.

Reporting

• 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.

Operational and Process Management

• 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

Qualifications

• 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 skillsDetail 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

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.