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Research Products Operations Supervisor
Research Products Operations Supervisor-March 2024
Manila
Mar 29, 2026
About Research Products Operations Supervisor

  Job Summary

  Reporting to the Operations Manager, the role is responsible for leading, recruiting, and developing key team members.

  The job holder also plays a key role in assisting customers through various applications and tools, as well as resolving and answering queries through all communication methods. This team is an integral part to the business as such works closely with different departments to deliver excellent customer service and internal efficiency

  Accountabilities

  Manage and oversee a group of key team members

  Drive, achieve and exceed key performance indicators

  Take ownership of Customer issues and work across functions to follow through to resolution

  Create and develop corrective actions to control issues and develop preventive measures to stop issue from reoccurring

  Work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly

  Handle escalated issues of customers through various communication method

  Manage different mailboxes, queues using different monitoring queues

  Resource planning which include managing time offs, scheduling of breaks and plotting of of ad hoc tasks

  Identify and address individual performance timely and regularly

  Deliver and generate the performance development plans of team members yearly

  Creation and delivery of Monthly Performance reviews of team members

  Lead by example, building a “winning team” culture, championing a positive outlook across the department

  Evaluate resource requirements and identify longer term needs of the group to support business needs

  Regular daily team discussion with the use of the visual management board

  Ensure regular communication, encourage team input and involvement and to encourage innovation

  Identification & development of key team members, ensuring their readiness for next steps

  Provide reports to Management and business partners on KPI’s and customer specific issues and feedback

  Develop, communicate and implement change plans

  Identify areas where changes could be made to continuously improve quality, service levels and processes

  Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners

  Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

  Key Performance Objectives

  Deliver Customer Satisfaction goal

  Deliver / improve the operational results for BU/REPH based on the updated Work orders

  Manage REPH attrition to save on costs and deliver sustained performance

  Drive the continuous improvement mindset within REPH/BU to enhance customer and employee outcomes and reduce cost.

  Focus on delivering major projects across REPH/BU to improve on its programs’ process capability to deliver service levels within and above customer specification.

  Drive active participation of department and the team towards REPH initiatives

  Invest time and resources to develop leadership talent through internal/external trainings and exercises.

  Increase exposure of associates across all levels towards the core of the business to promote better understanding of our contextual functions in REPH.

  Drive compliance towards the promotion and implementation of the agreed upon Career Progression path.

  Develop global talent via annual succession and coaching

  Qualifications:

  Bachelor’s degree in any field

  Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

  Proven success at managing change

  Strong organizational, prioritization and delegation skills

  Proven problem solving and analytical skills

  Detail oriented and project management skills

  Must not have any performance or disciplinary issues in the past 12 months

  RELA 1.0 Graduate is an advantage but not required

  LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .

  Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

  RELX is a global provider of information and analytics for professional and business customers across industries.

  We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

  In short, we enable our customers to make better decisions, get better results and be more productive.

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