***Specific Essential Job Duties and Responsibilities:*** **Leadership Support** * Effectively supervise direct reports, providing training and skill development based on job function. * Provide career planning for each direct report. Develop best practices, benchmarking, implementations, and training to help challenge and develop the team. * Implement, train on, and measure BCD M\&E standard operating procedures (SOPs) for all team members. Update SOPs as needed and communicate procedural changes to the team. * Develop and implement customer-specific POPs as required. * Ensure all team members have the necessary equipment to work (computer, telecommunications, etc.). * Supervise the program staffing schedule. * Continuously monitor team alignment and organization to ensure the highest levels of customer service, efficiency, and productivity. * Interact with the BCD M\&E Business Development team as needed to provide leadership and proactively address operational issues. * Supervise and pre\-approve all travel and leave requests and maintain the calendar. * Attend weekly meetings with the Director and Management Team. * Attend BCD’s monthly M\&A Management meetings, providing team updates. * Participate in annual and mid\-year performance reviews conducted by the Group Operations Director. Establish individual plans to ensure maximum performance against goals. * Act as the liaison between the team and the Operations Director for account communications and announcements. * Recruit, interview, hire, and train new employees. * Schedule and conduct regular team meetings and one\-on\-one meetings. * Work independently in the absence of supervision. * Assume and execute other functions and responsibilities not specifically described in this document, as requested. **Customer Service** * Monitor service issues and problem resolution with customers through direct contact until issue resolution, and follow up with the customer as needed. * Interact with customers and end users as needed. This interaction may include following up on a new meeting request for accounts without support from BCD M\&E Business Development, issue resolution, program reporting, and proactive verification of the service level support provided to that customer by the Express Team. * Advanced/Fluent English **Budget Accuracy** * Pre\-approve all check, invoice, and bank transfer requests prior to submission by the team to the Group Operations Director. * Approve all client budgets prior to presentation to the client. * Approve final billing prior to presentation to the client. * Prepare monthly reports on program spending, savings, and profitability. **Vendor Relations** * Approve and sign all hotel and vendor contracts. * Monitor usage of preferred vendors and hold the team accountable for adherence to preferred vendor relationships. Ensure the team accurately and timely enters vendor expenses into meeting technology. Report monthly to the Director. * Approve all program specifications and service contracts prior to sending them to vendors. * Record Letters of Agreement for all programs operated by the team. Address items outside the scope of agreed terms. **Project Management** * The supervisor will effectively manage assigned programs throughout the year, as determined by team/planning support needs and the supervisor’s workload.
João Silva
Indeed · HR
João Silva
Indeed · HR
