Governance Supervisor

Job Summary

The Governance Supervisor is responsible for establishing and maintaining effective governance and operational control across workforce planning, support functions, payments, settlements, floor operations, audit, and sustainability reporting. The role ensures adherence to approved plans, SLAs, policies, and governance standards while providing data-driven insights to improve productivity, efficiency, and operational performance.

Key Responsibilities

Governance & Meeting Management

Govern and facilitate weekly Planning & Support governance meetings.

Prepare meeting packs, dashboards, and performance updates.

Track action items, deadlines, and overdue actions.

Escalate critical delays and unresolved issues to relevant stakeholders.

Maintain and manage the governance calendar.

Workforce Governance

Validate new headcount requests against approved manpower plans and business requirements.

Conduct Time & Motion studies to assess productivity and resource utilization.

Review utilization across support functions.

Identify workforce optimization and productivity improvement opportunities.

Payment Governance

Develop and maintain payment governance dashboards.

Monitor payment trends, variances, and discrepancies.

Provide insights and recommendations based on payment analysis.

UAE Settlement Governance

Validate UAE employee settlement calculations and supporting information.

Track pending settlements and ensure timely completion.

Monitor compliance with agreed SLAs.

Prepare monthly settlement governance reports and highlight exceptions.

Floor Governance

Conduct regular governance walkthroughs across operational floors and facilities.

Ensure adherence to approved seating plans and workplace requirements.

Monitor compliance with company policies, procedures, and operational standards.

Identify and report governance violations.

Track corrective actions and ensure timely closure.

Support Function Workload Analysis

Analyze workload and productivity across HR, Finance, IT, Facilities, Governance, WFM,

Recruitment, Learning, and other support functions.

Develop productivity benchmarks and workload measurement frameworks.

Identify overstaffing and understaffing opportunities.

Recommend staffing optimization based on workload, capacity, and productivity analysis.

Sustainability & ESG

Coordinate the annual Sustainability/ESG reporting process.

Collect and consolidate departmental KPIs and required data.

Ensure accurate and timely submission of sustainability-related information.

Follow up with stakeholders to ensure reporting deadlines are met.

Audit & Asset Governance

Conduct regular audits of administrative inventory and company assets.

Ensure proper documentation, tracking, and control of company assets.

Identify discrepancies, control gaps, and compliance issues.

Prepare audit findings and follow up on corrective actions until closure.

Reporting & Continuous Improvement

Prepare regular governance reports, dashboards, and management presentations.

Identify operational gaps, trends, and risks through data analysis.

Recommend process improvements and productivity enhancement initiatives.

Ensure timely escalation of critical governance and compliance issues.

Bachelor’s degree in Business Administration, Management, Finance, Operations, or a related field. 4–6 years of experience in governance, business operations, workforce management, business performance, operational excellence, audit, or a related field.

Previous supervisory or team leadership experience is preferred.

Experience in a BPO, shared services, contact center, or large-scale operations environment is highly preferred.

Strong experience in governance, operational controls, reporting, and action tracking.

Strong analytical and problem-solving skills with the ability to interpret operational and financial data.

Experience with workforce planning, workload analysis, Time & Motion studies, or productivity measurement is preferred.

Advanced Microsoft Excel skills and strong proficiency in PowerPoint. Experience developing dashboards, management reports, and performance presentations.

Strong attention to detail and ability to identify discrepancies, risks, and compliance gaps.

Strong stakeholder management and communication skills.

Ability to manage multiple priorities, deadlines, and cross-functional stakeholders.

Experience with UAE/GCC operations and familiarity with UAE settlement processes is preferred.