Supervisor I, Operations Management

RELX International; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

RELX International is seeking a proactive leader to oversee the UK&I support team in the Philippines. You will ensure service delivery, coach staff, and drive performance against targets, while aligning with organizational policies and standards.

You will monitor performance, conduct evaluations, and implement improvement plans, with a focus on engagement and process excellence in a fast-paced environment.

Qualifications

• Bachelor's degree required.
• Strong written and verbal communication across all levels.
• Proven ability to manage change and drive improvements.
• Excellent organizational, prioritization, and delegation skills.
• Strong problem-solving and analytical abilities.
• Detail-oriented with project management capabilities.
• Current role tenure of at least 1 year; no recent disciplinary action.

Responsibilities

• Lead day-to-day operations of the UK&I support team to meet service targets.
• Oversee onboarding and training on policies, processes, and tools.
• Monitor KPIs and provide coaching, feedback, and development opportunities.
• Conduct performance evaluations and support annual reviews.
• Develop and implement performance improvement plans when needed.
• Manage attendance, scheduling, and workforce capacity for coverage.
• Act as hands-on supervisor supporting production, escalations, and priority work.
• Foster a positive, inclusive culture and employee engagement.

Skills

Written & verbal communication

Cross-functional collaboration

Change management

Organization & prioritization

Analytical problem solving

Project management

Role longevity requirement

Enterprise AI tools knowledge

Education

Bachelor's degree

Tools

AI tools familiarity

Job description

• 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.

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

• 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.

Conflict / Crisis 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 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

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