Primary Responsibilities:
- Troubleshoots and corrects daily disruptions to productivity.
- Ensures that GBS provides a high level of service to the Affiliate operations based on the Statement of Work.
- Manages the staff operations and administration for the GBS program, including optimizing shift schedules, according to GBS requirements and Affiliate needs.
- Proactively manages performance, throughput, utilization, and quality via established KPIs, alerting program leaders of deficiencies in a timely manner.
- Main GBS point of contact for Affiliates regarding all operational issues.
Specific Responsibilities:
- At all times, complies with SGS Code of Integrity and Professional Conduct, HR policies, Health & Safety, and Quality Assurance policies and procedures.
- Maintains a working knowledge of all processes and procedures being supported by assigned GBS teams.
- Participates as required in the recruitment of the new GBS staff on behalf of Affiliates with operations housed in GBS facilities.
- Supports and guides Technical Leads in their management of daily team assignments and, as far as possible, checking in with each one at the beginning of each day and again throughout their shift.
- Ensures work-from-office and work-from-home hybrid (if offered) policies are adhered to:
- Both the office and home working conditions are maintained, including office space, computers, desks, connectivity, etc.
- Connectivity stability and speed are maintained such that productivity is not impacted per set KPI targets.
- Staff members observe mandatory schedule in office unless excused in writing
- Staff members consistently and sustainably maintain a minimum performance of Meets Expectations each week.
- At the end of each week, prepares and/or reviews and adjusts weekly shift roster in coordination with Affiliates to ensure adequate coverage. Ensures the team is following the roster and resolves any issues that may arise. Escalates to the Affiliate Manager and GBS Manager as required.
- Manages staff attendance and time off requests in coordination with Affiliates.
- Reviews all daily status reports for completion of all work commitments.
- Ensures fluid communications between the Affiliates and their GBS team(s) and that all issues and conflicts are resolved in a timely manner. Ensures Technical Leads respond to lab enquiries within the same shift as received.
- Ensures they themselves respond to all Affiliate queries within the shift received.
- In the absence of a Technical Lead for any particular team, ensure with the team members that work trackers are updated and accurate daily.
- Compiles, monitors and reports KPIs as outlined in the Statement of Work, focusing on continuous improvements, and coordinating with Affiliate managers to correct performance deviations as quickly as possible.
- At the end of each week, runs KPI reports for each team and each individual, looking to verify the underlying work tracker data is correct and up-to-date, as well as identifying performance aberrations before they become larger issues. Initiate corrective and/or improvement actions as needed to ensure performance is maintained.
- Ensures work instructions, SOPs and quality documents available to the teams are up to date and adhered to.
- Ensures that all Corrective Action and Preventative Action (CAPA) investigations are pursued, closed and findings implemented in a timely manner in close coordination with the Lab Affiliates.
- Participates in scheduled weekly/monthly discussions with Team members, Lab Affiliates and Business Support program management, to ensure that any issues both immediate and ongoing are addressed.
- Organizes, manages and perhaps participates in staff training requirements, opportunities and schedules in coordination with Affiliates.
- Executes the annual performance reviews of GBS staff, fully informing affiliates, including access to or entry into the local performance tracking system.
- Assists in the identification and implementation of specific operational improvements as discussed with the Affiliate manager, the GBS Business Support Manager, or the GPO Business Support team.