IMS Team Leader

IMS Team Leader

Your Tasks

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.