Company Description
We are SGS- the world’s leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for sustainability, quality and integrity. We have 99,600 employees across our 2,600 offices and laboratories worldwide, working together to enable a better, safer and more interconnected world.
Wherever you are, whatever your industry, our experts worldwide provide specialized solutions to make your business faster, simpler and more efficient
SGS Ireland is seeking to recruit a full time NDLSFO Regional Supervisor for a 9 month fixed term contract, for the East of the NDLSFO Network with a base in Santry NDLS.
This role would require the successful candidate to be responsible for the Management and Supervision of staff working within the above NDLS Centres in the East of the country. This network of NDLS Centres is responsible for processing driver licence applications in 34 NDLS Centres across Ireland on behalf of our Client the Road Safety Authority.
Job Description
Reporting to the Operations Manager, the successful candidate will be responsible for the following activities:
- Management and Supervision of NDLSFO staff across a defined group of centres
- Co-ordination of rosters, ensuring the best utilisation of staff to support operations and meet SLA’s
- Leading recruitment campaigns and play an active role in onboarding and training of new staff.
- Ensuring all training documents for new hires are submitted to the Operations Manager in a timely manner
- Create and update training documentation in line with operational procedures as directed by the Operational Manager
- Conduct planned and unplanned visits to centres on a weekly basis ensuring good communication exists between the successful candidate and associated staff at all times
- Conduct Centre audits in terms of operational procedures including compliance to Identity Validation, Document Validation and NDLSFO Business Rules
- Responsible for ensuring all Centres are compliant with utilisation of the Front Office Solution and Dual Screen Technology
- Preparation, review, and analysis of NDLSFO daily/weekly/ productivity statistics reports for all staff
- Carrying out staff appraisals and ensuring development plans in place where required for staff
- Carrying weekly analysis of Error Reports including engagement with specific Verification Officers to ensure professional development is at the forefront of any weekly performance reviews
- Liaising with HR in relation to HR Issues as required and participate in meetings/disciplinary hearings where appropriate
- Liaising with Management re improvements or potential efficiencies that can be gained within the centres and/or the back office
- Lead and active participant in payroll preparation for each payroll period. This will include actively ensuring all staff clock cards are accurately updated prior to payroll deadlines
- Approving & Updating Expenses & Annual Leave Requests
- Stock Control / Inventory Management – responsible for ensuring adequate supplies of stock and equipment are ordered, available and distributed to centres to avoid any operational disruptions
- Responsible for ensuring each Verification Officer are completing their application processing, customer registration, verification, authentication, and payment processing activities in accordance with quality procedures, productivity, and service level agreements
- Responsible for ensuring the highest possible standards are adhered to with regard to Data Protection and Record Management in the NDLS centres
- Driving excellence and ensuring the highest level of service is delivered to our customers
- Investigate Complaints and support back-office team with drafting responses whilst adhering to contractual deadlines
- Support the Operations Manager and Service Delivery Manager in ensuring that the Service Delivery and the Operations Support Team are fully engaged with the strategy and vision of the business
- Leading and motivating the front office teams to deliver on agreed objectives, KPI’s and SLA’s and drive customer satisfaction
- Work with the Operations Manager and other Supervisors to implement productivity targets where applicable and ensure that teams have clear understanding of daily/weekly and monthly contractual requirements and objectives
This is not a definitive list and other duties may be added on an Ad hoc basis
Qualifications
The ideal candidate should possess the following attributes/skillsets:
- Dynamic, confident, and motivated individual with a proven track record within the Operations and Service Delivery Sector
- Experience in both Supervisory and Client Facing Roles an advantage
- Capacity to manage challenging KPI’s for internal and external customers
- Ability to work under pressure meeting challenging deadlines in an efficient and competent manner
- Team management and process improvement capabilities and expertise
- Strong customer service focus and experience
- Fluency in both written and oral English – excellent documentation skills required
- Excellent communication skills vital to this role
- Demonstrate the ability to be flexible/adaptable, reliable, and tolerant in a changing working environment whilst maintaining efficiencies
- Initiative and excellent problem-solving skills in a fast-paced environment
- Successful candidate should be pro-active, have excellent organisational skills and attention to detail
- PC Proficiency and knowledge of MS Office applications
Additional Information
SGS Incentives:
- Comprehensive training programme
- SGS Onboarding Platform – SGS Campus
- SGS Employee Referral Incentive Scheme across all SGS Business Lines
- Continuous Mentor Programme to promote professional development
- Progression Opportunities
- Annual Tax Saver Tickets for Rail, Bus and Luas
- Bike to Work Scheme
- Employee Assistance Program - Spectrum Life Confidential Counselling Service
- Digital Wellness Platform
- Benefits Rewards Hub
- Pension once probation passed
- 22 Days Annual Leave pro-rata
Use of a Car & a Full Clean Driving Licence is essential
Full Training will be provided
Closing date for applications is Friday 11th April 2025 at 17:30
