Key Tasks & Deliverables

Operational and Team Management:

• Oversee assigned countries migrated into MNL ISSC Customs team.
• Strategize to drive process optimization, accountability, and ownership  
• Monitor team and individual performance and ensure that performance is within expectation (based on defined SLA)
• Provide guidance on process design and optimization
• Propose process changes where needed to drive efficiency and improve execution
• Act as an ambassador of BSS MNL ISSC.
• Prepare and present performance report to internal and external stakeholders
• Quality and compliance responsibilities under NDA / attention given to predetermined processes, SOPs
• Work closely with the associates to increase productivity and assist in creating positive working relationships with all stakeholders
• Maintain all areas of Health and Safety relevant to the working environment & staff teams.
• Planning and organization of resources planning and requirements
• Escalation of irregularities to Business Support Services Manager for Customs
• Perform weekly coaching with team leads
• Take the lead to help resolve reoccurring issues
• Drive continuous improvement of the team and related processes.
• Work under the direction of superiors
• Drives completion of tasks and processes within agreed SLA to leaders and members
• Proactively find means to deliver and raise the performance of the teams managed
• Actively engage with relevant Stakeholders and conduct regular touchpoints

Team Leadership & Coaching:

• Create an environment orientated to trust, open communication, creative thinking, and cohesive team effort.
• Motivate and inspire team leaders and membersLead by setting a good example (role model) – behavior consistent with word
• Facilitate problem solving and collaboration
• Maintain healthy group dynamics.
• Intervene when necessary to aid the group in resolving issues.
• Help keep the team focused & on track.
• Ensure to meet KPI Targets.
• Implementation support (off- / on-site) for the migration of countries under Customs team.  
• Resolution of issues on operational level and address employee performance & conduct as needed.