Intranet Services Supervisor  

The Intranet Services Supervisor will report to the Intranet Services Assistant Manager and will be responsible for day-to-day operations and team management aspect of Intranet Services which encompasses the maintenance of the intranet, extranet, and information services functions. He/she will help build and maintain relationships between the global stakeholders/users of the service and the Manila-based team that supports the function 24/5. The Intranet Services Supervisor will ensure that Service Level Agreements (SLAs) are met or exceeded. He/she will serve as a coach and mentor to the team members; he/she will make recommendations on technical training and professional development needs.

As a Connect Services Supervisor, you will:

• First point of escalation for day-to-day incidents/high impact deliverables
• Produce regular reports for relevant audiences (either stakeholders or internal clients) to communicate relevant team activities and track projects
• Communicate process and system changes to the team
• Ensure technical system requirements support user needs and report gaps to product owner(s)
• Work with on-site process owners to ensure that SLAs and KPIs are met or exceeded
• Manage expectations of internal clients
• Collaborate with relevant teams across the Firm network
• Implement best practices across all processes
• Help implement Business Continuity Plan (BCP) for each service/process
• Identify gaps and recommend solutions to improve operational processes
• Manage leaves, shifts, and workload of team members
• Evaluate performance of team members and drive professional development for each team member’s specific needs

For you to be successful in this role, you will need:

• 2+ years’ experience in relevant field in a leadership position
• Strong written and communication/presentation skills and ability to exchange information and to present ideas, report facts and convey information clearly and concisely
• Ability to understand systems/processes and clearly articulate business requirements
• Strong project management skills, client service skills, organizational skills
• Experience with web/publishing platform and/or knowledge base applications is preferred