• Monitors overall workflow process through effective coordination with Floorwalkers
• Monitors progress of ongoing jobs and updates the Queue Organizers on the status and ensures service SLAs are met (Quality, Efficiency, OTD)
• Updates Queue Organizers regarding shift attendance
• Coordinates with Queue Organizers regarding job assignments, wait times, and availability of team members
• Ensures that jobs are assigned according to skill-level of team members
• Performs milestone checks and ensures that deadlines are met
• Creates break schedules of Associates on shift and ensures that they are followed
• Ensures proper handover of job requests to the POC for the next shift
• Ensures expected billed hours are met by ensuring associates adhere to their estimates, tracks diligently in the workflow tool
 People Management (40%)
• Conducts objectives setting, performance monitoring, and performance review of direct reports
• Provides timely feedback to Associates (i.e. quality, deadline negotiations, attendance) and coaches them on critical incidents
• Provides input and feedback to Shift Lead/Manager regarding areas for improvement and overall performance of Associates• Implements performance improvement plans for Associates who are below target
• Initiates corrective measures to ensure adherence to SOPs and the department's internal and external targets (i.e. availability, quality, efficiency,
OTD)
• Assists team members in understanding instructions and conducts on-the-job coaching to team members to help improve efficiency and quality of work
• Answers queries regarding complex requests and technical/production issues
• Implements and administers disciplinary management procedures to assigned team members
• Encourages team members to participate in Company activities
Production (10%)
• Produces, re-creates, edits, formats and layouts business presentations and documents according to specifications and within the deadline
• Performs page-by-page quality check (red check) to ensure document or presentation is error free
• Assists in doing estimation, production, quality checking when there is high volume of jobs (i.e. page-by-page quality checking of
presentations/documents)
• Documents job progress to ensure that hand-over jobs are completed accurately
• Assists in delivering jobs back to the clients when needed
Reporting, Admin and Ad Hoc (10%)
• Serves as back up sender of Shift Health Report and other daily reports
• Coordinates with IT team to address technology issues
• Reports any process violation to the Immediate Supervisor and suggests action items for process improvement
• Ensures office supplies are intact and available
 

• Candidate must possess at least a Bachelor’s Degree
• At least 5 or more years working experience within the relevant industry
• Advantageous to have experience working in a creative environment and proven creative success in collaborative multi-functional teams
• Exceptional proficiency in Adobe Creative Suite – Illustrator, Photoshop and other CC tools
• Software skills required, proficiency in MS Office PowerPoint, Word and Excel
• Flexible and able to work on a shifting schedule