Safety Investigation Team Lead

Safety Investigation Team Lead Department: Community Operations Team: Community Operations Location: Hong Kong, Hong Kong Type: Full-Time **About the Role** Build, operate, scale and improve Community Operations with a heavy focus on solving problems through data analytics and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them. **Your Impact In Role** - Operations Management: Manage a group of our Community Specialist Teams and be responsible for all the operational goals of the safety LOB. Present performance results regularly and identify opportunities for improvement. - Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance - Program/project management: Be a multi-tasker, supporting projects across the LOB and you’ll be the go to person for many key initiatives within the COE - Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way - Decision making: Apply existing processes and policies and make decisions based on these guidelines as the Hong Kong Safety Team Lead. When the guidelines are not clear, engaging stakeholders to align on creating one for future use. - Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams. - People Management: Be a great people manager, coaching and developing the CSTs while building a solid team culture. **Working Hours** - Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on business needs) - Total 40 hours a week, 5 days, 8 working hours every day - Willingness to work during public holidays, rotating shifts, rotating weekend offs **What You'll Bring** - Customer support operations experienc