Supervisor

Description

Job Summary: Operations Supervisor to manage the AMS service, ensuring efficiency, KPIs, and excellence in client relationship, leading the team and ensuring execution of activities. Key Highlights: 1. Full management of the AMS operation and alignment with the client's strategy. 2. Team leadership, coaching, and performance management. 3. Operation governance and client relationship management. We are seeking an Operations Supervisor to fully manage the AMS service, ensuring process efficiency, KPI delivery, and excellence in client relationship. This professional will be responsible for leading the team, monitoring results, and ensuring all activities are executed according to defined quality standards. **Responsibilities** * Fully manage the AMS operation, ensuring compliance with processes and the client's strategy. * Monitor and ensure SLA and KPI delivery, proposing action plans for continuous improvement. * Conduct operation governance, leading RACs, committees, and periodic meetings with Tereos. * Provide coaching, team guidance, and monitor productivity and performance control. * Interface with ITIL processes, including Incidents, Problems, Changes, and Knowledge Base. * Manage organizational climate, shift schedules, and on-call duties, ensuring adequate team availability. **Requirements** * Proven experience in AMS operations management or similar environments. * Experience monitoring and delivering SLAs/KPIs. * Knowledge of ITIL practices (Incidents, Problems, Changes, and Knowledge). * Ability to lead governance meetings and manage client relationships. * Experience in team leadership, coaching, and performance management. * Analytical ability, sense of priority, and excellent communication skills. Minimum Education: Bachelor's Degree * Sul América Health Insurance (Optional) * Transportation Allowance * Life Insurance \- MetLife * Total Pass * Meal/ Food Allowance