Fulfilment Team Manager

MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this space.

Our company values set the standard for the behaviours and mindset we expect from every "MyPasser". Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking 'why'. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Position Purpose Statement

The key purpose of this role is to oversee the day-to-day management of the fulfilment team who are responsible for the delivery of our verifications service. The Fulfilment Team Manager is responsible for ensuring that the team is delivering the verifications service aligned to quality and turn-around-time requirements. This role is responsible and accountable for the attendance, reliability, implementation of Employee Relations, conducts DIscipline Management, and manages the Continuous improvement cycle of the Fulfilment team. This role is required to provide guidance and support to the team as the subject-matter expert in the Fulfilment process, including the MyPass Administration Platform.

• Ensure that the Fulfilment team (Verifications and QA) are meeting their performance standards and team targets and identify areas for improvement and implementing corrective action when they are not being met.
• Lead, coach and mentor direct reports by providing guidance, training and performance feedback so that they can instil the same approach with their own direct reports.
• Driving a high performance culture by ensuring that expectations are clearly communicated and reinforced in a positive fashion.
• Develop and implement strategies to optimise fulfilment processes to create operational efficiencies and quality improvements in service delivery.
• Monitor key performance metrics, such as response times, resolution rates and customer satisfaction scores and take proactive measures to maintain high standards of service.
• Drive company values, policies & procedures
• Serve as a point of escalations/ complaints for complex or high priority customer cases, working closely with cross-functional teams to deliver a prompt resolution.
• Responsible for supporting the Team Leads in being at goal with their Metrics and Targets including quality standards.
• Identifying the need for, and implementing and managing performance improvement plans when targets goals are not being met by team members.
• Collaborate with quality assurance to identify and address recurring areas for improvement in service delivery and/or agent responses.
• Collaborate with the Product Team to identify and address recurring product issues via top ticket driver analysis (where related to product).
• Collaborate with the Implementation team to ensure that Key Customer requirements are documented and appropriate support processes are implemented relating to any custom processes.
• Compiling reports on overall team performance including service level adherence, daily/weekly and monthly.
• Develop and implement appropriate quality assurance processes to identify team performance gaps in order to address them.
• Monitoring team attendance and approving timesheets in accordance with business rules.
• Keep abreast with industry and market trends and best practices
• Responsible for raising Continuous Improvement feedback to relevant teams and or stakeholders.

• Minimum of 2 years experience in a Senior Team Lead or Asst Operations Manager role.
• Experience in analysis and application of Continuous Improvement process.
• Experience in managing service delivery in a high-volume environment with a multi-faceted operations team and working to deliver to tight deadlines across multiple time zones with a 24/7 hours of operation.
• Experience in qualification verifications in a background screening firm would be an advantage.
• Experience managing blue-chip customer expectations and managing multiple stakeholder expectations.
• Excellent written and oral communication skills.
• Excellent time management skills and ability to prioritise tasks.
• Good to have experience in automating quality assurance processes.

• Team QA Score - 40% Weight
• Team SLA Score - 40% Weight
• Team Reliability - 10% Weight
• Coaching Compliance - 10% Weight
• 40% Qualitative (Values Based)
• Challenge the Norm - 25% Weight
• Treat People Well - 25% Weight
• Walk the Walk - 25% Weight
• Bring Out the Best - 25% Weight

• 0-3 Months
• Build internal relationships with Customer Support Manager, Customer Success Lead and other peers in Cebu.
• Develop an intimate understanding of the administration platform and the verifications processes, including the quality assurance processes.
• Build understanding of the relationship of Verifications success to the customer's experience.
• Ensure daily, weekly, monthly Operation cadence of Shift Leads, Team Leads, Fulfilment Business partners are met without negotiation.
• Prepare and attend the internal Mypass Business Reviews.
• Analyse gaps in the verification process.
• Analyse the Team Lead and Shift Lead development level.
• Analyse Workforce Staffing required to implement the Escondida Profile Validations.
• Outline policies related to Verification conduct that requires to be added to the PH Code of Standards and Matrix.
• 3-6 Months
• Propose and Implement Solutions for gaps identified in the Verifications Process.
• Rollout and implementation of Fulfilment PowerBI Dashboard.
• Implement Behavioral/Conduct and Performance Management.
• Develop plan alongside OP4 Team to enhance the QA workflow and process within the AP4 environment.
• Maintain Workforce staffing management as new customers onboard with Mypass.
• 6-12 Months
• Develop the structure and plan to transition for QA Automation.
• Sustain a High Performing team from VO to Leads.
• Be updated with the RTO updates.
• Sustain the operation rhythm.
• Come up with succession planning from Top -Down, from Team Lead down to the Verification Officers.

Management:

Determine and allocate the resources required to maintain and continuously improve the ISMS

Ensure information Security requirements are communicated and understood across all levels of the business

Ensure business activities support the security of information

Promote the continuous improvement of information security

Ensure changes to the ISMS are effectively communicated to the business and stakeholders

Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role

Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role

Ensure direct reports demonstrate the information security skills and knowledge required for their job role

Ensure induction and training focus on the most relevant information security aspects for each job role

Employees:

Understand own contribution to the effectiveness of the ISMS

Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)

Understand the consequences of non-compliance with the requirements of the ISMS

Understand information security guidelines related to own job role