Supervisor, Delivery - UK Airline

Job Track Description:

• Requires broad technical expertise and industry knowledge.


• Accountable for functional, operational, and/or program management.


• Assists others in achieving goals.


• Manages performance appraisals and pay reviews.


• Manages training for 3 or more employees.


• Manages hiring and termination actions.

General Profile

• Supervises daily tasks of complex business, technical support, and production teams.


• Responsible for the success of the team.


• Works within established precedents and practices.


• Examines information to solve ongoing problems.


• Ability to perform work unsupervised.

Functional Knowledge

• Has a comprehensive understanding of a range of processes, procedures, systems, and concepts in own field.

Business Expertise

• Understands how to coordinate efforts across teams to achieve goals.

Impact

• Impacts the quality of the tasks performed or services provided by the team.

Leadership

• Provides daily supervision to team members including coaching, quality checks, and work progress.

Problem Solving

• Solves problems and evaluates possible solutions using technical experience and precedents.

Interpersonal Skills

• Uses tact to exchange ideas and information concisely and rationally.

Responsibility Statements

• Guides team members to perform tasks related to processing claims and answering calls efficiently.


• Coaches team to deliver KPI's.


• Ensures adherence to company policy and procedures.


• Acts as the liaison between operations and middle-management to ensure protocols are being followed.


• Supports conflict resolution and manages client, people, task, and systems related issues.


• Monitors systems and applications to make sure they are working properly.


• Provides resolutions to a diverse range of complex tasks.


• Executes the continuity plan such as in natural disasters.


• Delivers inputs on process improvement and operational initiatives.


• Performs other duties as assigned.


• Complies with all policies and standards.