Business Support Manager RBS

Business Support Manager Rbs

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognised as the global benchmark for quality and integrity. We support governments, government agencies and the private sector on trade facilitation, reducing complexity in global supply chains, securing duties and taxes, and verifying the compliance of products with regulations.

Job Description

Primary Responsibilities

• Ensures SGS and GBS RBS policies and standards are maintained by all staff.
• Manages the staff operations and administration for the RBS program housed under GBS.
• Ensures the RBS is providing a high level of service to the Affiliates based on their operations standards, Service Level Agreement, and any Statements of Work. Answers to Affiliates for performance of support operations housed under GBS RBS.
• Works closely with program leaders to monitor and address operational deficiencies as identified by established KPIs and reported by Supervisors.
• Main point of contact for all RBS Affiliates regarding the program housed under GBS.

Specific Responsibilities

• At all times, complies with SGS Code of Integrity, QHSE, HR policies and procedures.
• Maintain a general working knowledge of all operations procedures in the sections being supported by the Affiliate teams.
• Monitor RBS recruitment events and intervene locally as necessary to maintain momentum.
• Based on Affiliates' choices, provides local sign-off for new hires, recommendations of salary changes, and termination stages of an employee.
• Performs the final review and approval of the set goals for the team members.
• Makes the final assessments and/ or recommendations to HR regarding employee's issues that will lead to disciplinary actions following the Company's Code of Conduct.
• Reviews trends and associated plans with staff unplanned leave.
• Coordinates the annual performance reviews of GBS staff, especially access to or entry into the local HR system.
• Responsible for the monitoring and evaluation of performance KPIs as outlined in the Service Level Agreements, focusing on continuous improvements, and coordinating with Affiliates to correct performance deviations as quickly as possible.
• Validates and approves staff trainings and schedules organized by Supervisors in coordination with Affiliates to ensure team quality and performance continues to advance.
• Ensures that Corrective Action and Preventative Action (CAPA) system is adhered to, and that it is aligned with Affiliate SLAs.
• Ensures all RBS operations are fully coordinated and compliant with local GBS policies wherever possible, or confirm with local and global GBS management on those exceptions required for continued performance of the RBS program.
• Participates in scheduled weekly/monthly discussions with RBS Affiliates management as needed to ensure that any issues both immediate and ongoing are addressed.
• Work closely with the Global RBS Team and other stakeholders to develop, implement and maintain the GBS-housed operations for Affiliates.
• Manages all GBS RBS Supervisors and ensures their proper performance.
• Review and provide any corrections to monthly expense reports to the Affiliates using the services of GBS RBS.
• Fosters a culture of continuous improvement across the program, maintaining a system and mentoring supervisors, to drive strategic enhancements in operational efficiency.
• Represents the RBS program to Affiliates and visitors as needed.
• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
• Ensure the working conditions are provided and maintained, including office space, computers, desks, etc.

• Analytical Thinking/Problem Solving
• Assure conformance level is maintained for technical requirements of Quality Management System irrespective of operational and production pressures.
• Collaborate with other sections personnel in resolving any quality related issues.
• Capable to work and make decision independently.

• Job Complexity
• Multitasking is a must; multiple projects can happen at the same time – set priority for the best output for the business needs.
• Sometimes procedures and workflow are not the most efficient/effective; alternative resolutions need to be proposed.

• Impact of Decisions
• Conformance to the requirements of ISO/IEC 17025 must be maintained.
• Continuous improvement and customer satisfaction remain in focus at all times.
• Decisions may impact turn around time on results delivery to clients.

Qualifications

Profile

• Graduate of Bachelor's Degree, preferably in a technical background.
• Minimum of 5 years work experience in a high volume administration activity of which 2 years in a supervisor/managerial position.
• Proficiency on all MS Office, and either proficiency or strong familiarity with various LIMS in use by Affiliate teams housed under GBS.
• Experience in administrative activities and in professional interactions with back office functions, such as HR, IT and Finance.
• Demonstrated potential to manage a team of over 60-100 people.
• Experience in ISO and other national certifications and/or knowledge of lab analyses.

Required Skills

• Good understanding of process approach, ability to challenge and improve processes
• Fluent in spoken and written English
• Able to provide excellent customer service level
• Able to closely cooperate with SGS Affliate's C&P, H&N, I&E and NR management
• Outstanding sense of organization, detail-oriented and meticulous
• Excellent sense of prioritization
• Good communication and interpersonal skills
• Able to work independently and coordinate several activities simultaneously
• Works well under pressure
• Applies judgment and acts according to the SGS standards of ethics and integrity

Additional Information

Horario: Lunes a viernes

Modalidad: presencial

Salario: A convenir en COP

Contrato con GBS a termino indefinido.