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.