IMS Team Leader

1. Operations and Performance Management: Lead, manage, and monitor a team of administrators handling IMS (Indirect Materials and Services) processes. Ensure timely and accurate service delivery in compliance with SLAs, KPIs, and internal quality standards. Allocate workloads, manage resources, and monitor productivity to meet or exceed productivity targets. Maintain and improve standard operating procedures (SOPs) to ensure consistency, efficiency, and scalability. Analyze operational data, identify variances, and implement corrective actions. Prepare and deliver regular reports on volumes, performance, SLA adherence, and quality metrics. 2. People Management &
Leadership: Coach, mentor, and develop team members through regular feedback and performance reviews. Manage team schedules, resolve staffing issues, and support the career development of employees. Monitor and improve engagement scores through targeted initiatives. Foster a positive, collaborative, and transparent work culture. Encourage continuous improvement and professional growth across the team. Oversee comprehensive onboarding and training programs for new hires. 3. Stakeholder Management: Serve as the primary liaison between internal customers, stakeholders, and SSC teams for assigned processes. Manage stakeholder expectations, share regular updates, and resolve issues promptly. Build strong relationships and ensure SSC delivery meets or exceeds client expectations. Take improvement action on customer satisfaction surveys results. 4. Process Excellence &
Compliance: Identify process gaps and implement optimization initiatives, including automation, standardization, and adoption of continuous improvement methodologies (Lean, Six Sigma, Kaizen). Keep all process documentation, SOPs, and operational manuals current to ensure compliance and minimize risk of knowledge lost. Meet internal and external quality standards and best practices, supporting audits with timely, accurate documentation. Track and analyze performance metrics, identify trends, and provide actionable insights to senior management for informed decision-making. 5. Strategy and Project Management: Support execution of DGS Global Strategy;
Lead transition and onboarding projects of new processes or regions into SSC operations. Lead organizational change and prepare staff and stakeholders for process or system shifts ensuring both process adoption and capability growth. Collaborate with IT teams on automation, system integrations, and digital strategy implementation for measurable gains in productivity, quality, and stakeholder satisfaction.