[HCM] Senior Supervisor, Customer Service and Support

1. Customer / External
• Active participate in implementation or Business Review with Existing or New customers to deliver Operational Excellence assurance and drive business growth/success.
• Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.
• Actively engage of local vendors/suppliers/stakeholders to seek solutions or value add to Customers. Including BCP in times of crisis.
• Develop and drive Vendor Logistics Program with the aim to grow local Revenue.
2. Process
• Conduct periodic meetings with the team to ensure compliance with customers' standards and requirements, daily process integrity and compliance from booking to Document issuance to PO creation.
• Execute established processes and audit measures.
• Periodic review of productivity, workforce, competitor benchmarking, and relevant KPIs.
• Actively engage with internal stakeholders (Finance, Service Quality, Operations, IT etc.) on process improvements/innovation.
3. People - Management
• Review and suggest team organization structure, roles and responsibilities and performance targets for the team.
• Establish a culture of service excellence, flexibility and cost consciousness.
• Manage peak/off-peak resource allocation and drive inter - team / department workflow efficiency.