At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
We are currently seeking Senior Supervisors to take responsibility for supervising all day to day operational service provision functions and activities of an assigned team, in the most cost effective and customer satisfying manner, whilst championing and implementing IM regulations and processes, to deliver our primary objective of total customer satisfaction through best in class service delivery.
Supervise the team to provide timely, quality service and total customer satisfaction.
Support the DC Manager/Assistant Manager to maintain all business standards, health and safety, and personnel issues within the team.
Ensure prompt and accurate completion of all service requests by customers.
Complete and maintain all daily and weekly reports and logs for the team/site.
Complete and maintain all records and forms with respect to receiving and/or releasing customer records/media
Ensure that all workflow procedures and processes are followed by direct reports.
Research and resolve service issues and implement solutions.
Ensure that excellent communication of our goals and strategies is a characteristic of daily life in order to drive the performance of the business.
Ensure full compliance with Sarbanes Oxley and other key operational standards.
Accurately process financial and employee data.
Investigate and problem solve questionable data/reporting
Responsible for the recruitment of suitable high calibre, and customer service focused staff.
Complete staff attendance records and help keep overtime down, manage poor attendance quickly
Coach, train and guide direct reports to deliver high levels of quality service to customers.
Supervise workloads, conduct yearly staff appraisals, contribute to the setting of team targets for the bonus plan for the site/region, and discipline poor conduct where necessary.
Ensure that the desired standards of consistency, fairness and honesty are adhered to in all personnel situations and develop the appropriate Iron Mountain culture.
Ensure that standard policies and procedures are rolled out to the business unit in a timely manner.
Co-ordinate staff training and ensure sub ordinates are fully trained and following procedures and process
Support the Data Centre Manager/Assistant Data Centre manager to ensure facilities are maintained to the standards required for customer satisfaction and employee health and safety.
Ensure computer systems are used properly within the team/site, using KPIs to analyse service delivery performance, identify and implement improvements.
Through the Operational Trainers, ensure all staff within the region receive sufficient and ongoing training on SKP, and other relevant software.
Assist with system conversions and ongoing developments to ensure a timely and efficient implementation which is not disruptive to client service but enhances our go forward offering.
EXPERIENCE & SKILLS REQUIRED
A relevant supervisory qualification is ideal, alternatively you will be prepared to study for such a qualification and have a professional approach towards continuous personal development.
Ability to build and develop successful long term relationship with customers, direct reports, other teams and departments within Iron Mountain
Strong people management skills, with the ability to focus and guide others in accomplishing work objectives, using methods and a flexible interpersonal style, to help build a cohesive team, facilitating the completion of team goals, while valuing each employee as an individual.
Ability to work with minimum supervision
Ability to work within a multi-cultural environment and with all levels of the organisation.
Project management skills and experience.
Demonstrated problem solving skills and experience.
Excellent verbal and written communication skills.
Creates and communicates a compelling vision
Puts customer First
Inspires others to achieve
Demonstrates a passion for success
Sufficient proven experience as a team leader, in an operational service delivery role, preferably within Iron Mountain or from the records management industry or logistics background. This includes:
People management skills and experience
Service delivery experience
Successful execution of regional strategy
Must be willing to complete enhanced government level security clearance checks.
Please note that this position will commence towards the end of 2020, or the beginning of 2021.
Category: Operations Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE