Supervisor-Grading

Job Role: 

This is the first leadership role, responsible for day-to-day operational management 
of client services team in order to manage client accounts; be responsible for overall 
workflow to complete services for assigned clients. 
 

Essential Duties: 

• Manage and perform the following and other duties assigned to meet the team's 
  operational and production goals: 
  • Manage team's operational production work flow amongst the different duties 
  performed by team members to meet the daily production goals (quantity and 
  quality) including cross-functional production work coordination (i.e. all pre/post 
  grading job families, coordinating with planning team and grading team on stone 
  distribution plan; IC team to monitor expected intakes, inventory levels and outputs 
  throughout the lab to manage daily production for achieving the lab daily production 
  plan, etc.) 
  • Manage resources required (i.e. equipment/devices, staff's work schedules, etc.) 
  to maximize daily productivity and operational efficiency 
  • Monitor and carry out daily functional work of the team, i.e. time and labor related 
  work, breaks, scheduled and un-scheduled absences, overtime if needed, etc. 
  • Provide feedback, coach, engage, motivate and support team members on an 
  ongoing basis including setting up individual development plan (IDP) for staff 
  member's professional development, meeting the team regularly to review team 
  production status and identify any issues or areas for improvement, etc. 
  • Coordinate and communicate any update from the Lab Management to the team 
  members including any changes or updates in policies and procedures related to lab 
  operations including customer service/service demands or the entire organization 
  • Initiate and deliver the performance evaluation of the assigned team members 
  including goal setting and writing detailed comments to support the rating given, in 
  accordance with the HR process. (Note to file: managers will review the Performance 
  Review completed by Supervisors before all reviews go for HR review)

• May be required to participate in the hiring process, provide input for progressive 
discipline; may deliver disciplinary actions with a manager; make recommendations 
for termination 
• May be required to work with the respective departments to ensure that the team's 
orientation and training seminars/events arranged from time-to-time in accordance 
with the work plan; identify areas of improvement/ development for staff and 
provide appropriate plan or approach the management with a proposed 
development/training plan if needed 
• Be able to resolve non-routine or complex issues by using sound technical and 
problem solving skills or escalate issues to the appropriate person when necessary 
• Build strong collaborative relationships and team environment to deliver the 
team's goals (the collaborative relationship extends across all functions of the lab) 
• Identify and prioritize key issues, risks and opportunities for the creation of action 
plans with solutions or proposals for Lab Management's approval. (i.e. specific device 
technical issues, process flow issues, client feedback, etc.) 
• Practice and improve technical skills required throughout the pre/post grading 
process in order to lead and enable the team to meet their production targets 
(quality and quantity) 
• Be responsible for the team's service quality, i.e. monitor data and ensure that the 
work done by the team members is consistent, accurate and follows Standard 
Operating Procedures (SOP) 
• Proactively participate in and provide recommendations for improvement of the 
Lab's operational processes and systems 
• May be required to support global lab activities, i.e. travel to domestic and/or 
International locations, participate in educational opportunities; read professional 
publications and remain informed of industry developments 
• Perform other duties as needed or per business needs 
Ensuring that all policies and procedures established under the Laboratory’s 
Management System (LMS) are acknowledged and implemented at all levels of the 
department in alignment with requirements of ISO/IEC 17025:2017 standard. 
 

Qualification: High school diploma required; Bachelor’s degree preferred.

Minimum 2 years as Lab Specialist (L4) or Senior Client Services Representative (L4) 
required for applying to this position * 
* Employee assuming this position must endeavor to continually improve and 
develop skills required to successfully perform the entrusted duties 
Description of Success Factors: 
Accountability: Demonstrate personal initiative, focus and drive for continuous 
improvement; hold self and team members accountable to meet commitments and 
delivery goals in a timely manner 
Technical Knowledge: Achieve the necessary position-related technical and 
professional skills or knowledge to support a proper business decision during the 
production process. Keep up with current technology and trends in area of expertise 
in order to perform this leadership role 
Service Mindset: Drive and motivate the team to achieve the production targets; 
build strong business relationships with team members and cross-functions and 
deliver customer-centric solutions 
Mentoring Skills: Plan and support the development of team members' professional 
knowledge, skills & abilities to build capacity and drive organizational effectiveness. 
Build strong teams through valuing, leveraging & maximizing diverse skills and 
perspectives to achieve common goals 
Drive Engagement: Create a culture where people are motivated to do their best to 
help the organization achieve its objectives (sound ability to develop and motivate 
staff, i.e. strong relationship building skills and engagement with approachable 
demeanor) 
Drive for Results: Set clear goals for personal and group accomplishment and use 
measurement methods to monitor progress toward goals, i.e. creating and 
identifying metrics as effective tools to manage the communication and staff/team 
performance. Maintain a focus on continuous improvement and staff development 
by providing constructive feedback. 
Decision quality/problem solving skills: Sound ability to identify the root causes of 
the specific problems occurred during the production process and use data for 
further analyzing and quantifying the issues in order to making appropriate, timely 
decisions and sound resolutions or propose solutions to the management if needed 
Communication Skills: Develop and deliver multi-mode communication that conveys a clear understanding of the specific needs of team members or other audiences;

clear and concise verbal and written communication delivered with confidence and 
the style of the receiver in mind 
Collaboration skills: Ability to work with good coordination and teamwork with all 
levels (up/down and lateral); develop and use collaborative relationships to facilitate 
the accomplishment of team's work goals. Gain the confidence and trust of others 
through honesty, integrity, transparency and authenticity 
Ability to manage conflict and resolve it harmoniously and productively to minimize 
impact and maximize outcomes; ability to express opposing views in a non-
confrontational manner 
Proficiency in Microsoft Office, Spectrum, Searchlight and BI 
Time management skills: Approach work in an organized and systematic manner; 
plan team's work and time effectively to manage conflicting or shifting priorities and 
achieve team's goals in alignment with department and organization