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Fulfilment Shift Leader

MyPass Global

MyPass Global

Cebu City, Cebu, Philippines
Posted on Tuesday, June 25, 2024
MyPass Global is on a mission to empower safe, agile & connected communities.
Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.
Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:
We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
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 Fulfilment Shift Lead is responsible for overseeing and coordinating the verification operations during their designated shift. This individual will lead a team of verification specialists, ensuring that all verification tasks are completed accurately, efficiently, and in accordance with company policies and procedures. The Verifications Shift Lead will serve as a point of contact for team members during the allocated shift, providing guidance, support, training, coaching/feedback as needed to maintain high standards of performance.

Key Responsibilities

  • Supervise and coordinate the activities of the verification team during assigned shifts.
  • Assign tasks and responsibilities to team members based on workload and priorities.
  • Monitor the progress of verification tasks to ensure timely completion and adherence to quality standards.
  • Tracks and monitors daily attendance of their shift members.
  • Monitor, send, and analyse Intraday reports for effective ticket assignment.
  • Coordinates with RTOs to validate authenticity of certificates or attainment.
  • Ensures that tickets close to ageing or aged tickets are closed within the day.
  • Ensures that SLA are met by the Verification Officers.
  • Facilitates daily huddles to review previous day’s performance and recent process updates.
  • Provide guidance to team members on verification procedures, systems, and tools.
  • Review completed verifications for accuracy and compliance with company policies.
  • Address any issues or discrepancies identified during the verification process, escalating as necessary.
  • Collaborate with other shift leads and management to optimise workflow and improve overall efficiency.
  • Serve as a point of contact for team members, addressing questions, concerns, and escalations.
  • Foster a positive and productive work environment that encourages teamwork, collaboration, and continuous improvement.
  • Maintain accurate records of verification activities, including completion status and any issues encountered.

Key Requirements

  • Possess positive rapport and communication skills across all levels.
  • Possess team work and passion for leadership and mentoring.
  • Good to have experience in leading small teams.
  • Good to have a track record in achieving targets, deadlines and going the extra mile in achieving commitment.
  • Good to have skills in Microsoft Excel, Microsoft Word and PowerPoint presentation.
  • Must be willing to work in a graveyard shift

Measures of Success

  • Role Banding: Subject Matter Manager- Team Level
  • Description: This role has 70% direct impact to the operations key performance measures of their day to day activity, This role DOES NOT have direct reports under their hierarchy.
  • Job Title: Shift Lead, Subject Matter Expert
  • KPI and Performance Ratio
  • Subject Matter Manager - Shift Lead
  • Department: Fulfilment
  • Performance Ratio: 60:40
  • 60% Quantitative(KPI Based)
  • Team QA Score - 40%weight
  • Team SLA - 40% weight
  • Individual Reliability - 20% weight
  • 40% Qualitative(Values Rating)
  • Challenge the Norm - 25% weight
  • Treat People Well 25%weight
  • Walk the Walk 25%weight
  • Bring Out the Best 25%weight

Development Objectives

  • 0-3 Months
  • Build internal relationships with the Verification Officers and Team Leaders that this role is supporting.
  • Develop an intimate understanding of the product and range of use cases.
  • Understands the processes being followed by the Verifications and QA Team
  • Able to read and interpret Intraday data for Ticket prioritisation
  • Effectively support VO, Customer Support and QA enquiries professionally and in a timely fashion
  • 3-6 Months
  • Handle more complex VO, Support and QA enquiries professionally
  • Proactive in providing constructive feedback and improving best practices.
  • Understand individual team members’ strengths and opportunities and be able to have constructive performance coaching feedback sessions to deliver improved business outcomes.
  • Provide clear instructions and delegate when necessary.
  • 6 – 12 Months
  • Participate in Product Enhancement Discovery meetings
  • Support the Team Leader in projects/tasks
  • Handles delegation tasks from Team Leader and or Team Manager
  • Exhibits proficiency in managing his/her assigned team’s productivity
Information Security Accountabilities
- 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
Senior Leaders:
- 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
- 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