Chief Supervisor – Service Providers

Job Description

The Chief Supervisor – Service Providers oversees and manages relationships with external vendors and service providers to ensure timely, high-quality delivery of services. This role monitors performance, enforces contractual obligations, coordinates with internal teams, and resolves operational issues. The Chief Supervisor also develops and implements standards, evaluates service efficiency, and ensures compliance with organizational policies and regulations.

Key Responsibilities

• Receive, review, and implement the daily work plan for service provider operations
• Supervise operational processes, identify gaps, develop corrective measures, and ensure issues do not recur
• Monitor and follow up on service level agreements (SLAs) with external service providers, ensuring compliance with standards and requirements
• Identify weaknesses and improvement opportunities within service provider centers and submit observations to the direct manager
• Adhere to RTA Information Security Policies and Procedures related to data protection and approved regulations
• Propose improvements to procedures, service mechanisms, and solutions to operational problems
• Perform any additional duties assigned by the Line Manager or Head of Department
• Submit recommendations to the department director to enhance workflows and support development project implementation
• Supervise the preparation and monitoring of the department’s key performance indicators (KPIs)
• Oversee surveys, questionnaires, and opinion polls, extracting insights to improve operational processes and address employee or customer needs
• Contribute to developing the department’s work plan in alignment with technical, administrative, and financial objectives
• Supervise coordination activities between management and strategic partners
• Review and oversee technical and administrative reports submitted to the department director

Skill & Experience

• Bachelor’s degree, Higher Diploma, or Diploma in Business Administration or a related field from an accredited university
• For candidates with a Bachelor’s degree: minimum of 6 years of relevant practical experience in managing service providers, operational processes, or vendor management
• For candidates with a Diploma or Higher Diploma: minimum of 13 years of relevant practical experience in similar roles
• Strong knowledge of operational procedures, service level agreements, and performance monitoring
• Experience in supervising teams, analyzing operational gaps, and implementing corrective measures
• Familiarity with data protection, information security policies, and regulatory compliance requirements
• Excellent communication, reporting, and stakeholder coordination skills