BRA_840286_Supervisor Operations Groups

Job Specific Essential Duties & Responsibilities:

Leadership Support

• Effectively supervise direct reports, providing training and skill development based on job function.
• Provide career path planning with each direct report.  Develop best practices, benchmarking, implementations and training to assist in challenging and developing staff. 
• Implement, train and measure BCD M&E standard operating procedures to all members of team. Update SOPs as needed and communicate changes in procedures to team.
• Development and implementation of customer specific SOP as required.
• Ensure all staff members have the necessary equipment to perform (computer, telecom, etc.)
• Oversee program staffing schedule.
• Continually monitor staff alignment and organization to ensure the highest levels of customer service, efficiency and productivity.
• Interact with BCD M&E Business Development team as required to provide leadership and address operational issues in a proactive manner.
• Oversee and pre-approve all travel requests and requests for time off and maintain calendar.
• Take part in weekly meeting with Director and management team.
• Take part in monthly BCD M&E management meetings, providing team updates.
• Take part in annual and mid-year performance reviews, which are conducted by Director, Group Operations.  Establish plans with individuals to ensure maximized performance against goals.
• Act as a liaison between staff and Director of Operations for account communications and announcements.
• Recruit, interview, hire and train new staff.
• Schedule and hold regular team meetings and one-on-one meetings.
• Work independently in the absence of supervision
• Assumes and performs other duties and responsibilities not specifically outlined herein, as requested

Customer Service

• Monitor service issues and problem resolution with customer via direct contact through issue resolution and follow up with client as required.
• Interact with clients and customers as required.  Such interaction may include follow up on a new meeting request for accounts without BCD M&E Business Development support, issue resolution, program debriefs, proactive check-up on service level support being provided to that client from the Express Team.

Budget Accuracy

• Pre-approve all check requests, invoice requests, wire transfer requests in advance of staff submission to Director, Group Operations.
• Approval all client budgets prior to presentation to client.
• Approve final billing prior to presentation to client.
• Report on program spend, savings and profitability monthly.

Supplier Relations

• Approve and sign all hotel and supplier contracts.
• Monitor preferred supplier usage and hold team accountable for adherence to preferred supplier relationships.  Ensure team enters supplier spend accurately and timely within meetings technology.  Report to Director monthly.
• Approve all program specifications and service agreements prior to submission to suppliers.
• Log Letters of Agreement for all programs operating through team. Address items that fall outside of the scope of the agreed upon terms.

Project Management

• Supervisor will effectively program manage assigned programs throughout the year, as determined by staffing/planning support needed, and by the Supervisor’s workload.