SGS is the world's leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for quality and integrity. With more than 93,000 employees, we operate a network of more than 2,600 offices and laboratories around the world.  We deliver global service with local expertise, to market leading clients across 10 different industries worldwide.

SGS Ireland is seeking to recruit an office-based Operations and Quality Supervisor responsible for the Management & Supervision of staff working across a variety of contracts.  

We are looking for a dynamic and motivated individual with experience and a proven track record within the Operations and Service Delivery sector. The ideal candidate will have significant experience in both Supervisory and Client-facing roles and the capability to manage challenging KPI’s for internal and external customers. The role will also involve a high level of administration, employee engagement and will require excellent attention to detail.

 Reporting to the Operations Manager, the successful candidate will be responsible for the following activities:

• Management and Supervision of staff ensuring that teams are monitored and supported daily to achieve agreed targets
• Co-ordination of rosters, ensuring the best utilisation of staff to support operations and meet SLA’s
• Assist with recruitment tasks and play an active role in onboarding & training new staff
• Provide on-site and virtual training as required and ensure appropriate training records are maintained
• Carrying out staff appraisals and ensuring development plans in place where required
• 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 across the contracts/services
• Preparation, review and analysis of daily/weekly/monthly quality and productivity statistics across a variety of contracts.
• Liaise with Clients daily via phone/email and foster collaborative working relationships at all levels of the contract
• Stock control/inventory management - responsible for ensuring adequate supplies of stock and equipment are ordered, available and distributed to field staff as required
• Responsible for ensuring the highest possible standards are adhered to regarding Data Protection and Record Management across all contracts
• Driving excellence and ensuring the highest level of service is delivered to our customers
• Prepare monthly performance presentation and participate in calls with the client as and when required.
• Conduct regular reviews of contract SOP’s and update as required in line with changes
• Investigate complaints and draft associated responses adhering to contractual deadlines
• Support the Operations Manager and Service Delivery Manager in ensuring that the Service Delivery and Operations Support Teams are fully engaged with the vision and strategy of the business.
• Work with the Operations Manager and other Supervisors to implement productivity targets, where applicable, and ensure that teams receive regular feedback and have a clear understanding of daily/weekly objectives.

Key Requirements

• Third Level Qualification.
• Requires at least 3-years Supervisory/Service Delivery experience.
• Previous experience in a client facing role desirable.
• Ability to work under pressure meeting challenging deadlines in an efficient and competent manner.
• Team management and process improvement capabilities and experience.
• Strong customer service focus and experience.
• Fluency in both written and spoken English – excellent documentation skills required.
• Excellent communication and people skills vital to this role.
• Demonstrate the ability to be flexible/adaptable and tolerant in a changing. working environment whilst maintaining effectiveness and efficiency.
• Initiative and excellent problem-solving ability in a fast-paced environment.
• Candidate should be pro-active, have excellent organisation skills and attention to detail.
• The successful candidate will be based in the Galway office but will be required to travel to conduct interviews; provide training and meet clients.

Permanent contract     

•          Attention to detail and accuracy is an essential part of the role
•          Flexibility is very important
•          Computer Literate; knowledge of MS Office
•          Possess excellent interpersonal and communication skills
•          Have experience in dealing with members of the public
•          Be friendly, efficient and customer focused.
•          Ability to work under own initiative or as part of a team
•          Fluent English speaker (Fluent Irish speaker an advantage

SGS Incentives:

• Comprehensive training program
• 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
• Subsidized Health Insurance once probation passed
• 20 Days Annual Leave pro-rata
• Laptop & Work phone plus support equipment for the role

Full Training provided to successful candidates