Senior Executive- Command Center

Job Description: Senior Executive- Command Center
Immediate manager : Team Leader (TBD)
Position location: Goregaon East

1. Purpose of the Job This role acts as a subject matter expert within the Command Center, supporting Associates and Team Leaders to ensure
effective and compliant service delivery. The Senior Associate is responsible for managing complex work orders and escalations,
driving quality assurance, coaching team members, and supporting continuous improvement initiatives within the Australian
Process.

2. Dimensions

Senior associate is responsible for quality, escalation management, and coaching without direct people management responsibility.
Manages complex and escalated work orders, monitors queue performance, and supports SLA / KPI achievement across the team.

Characteristics : Operates in support of the Australian Process within Sodexo's Command Center operations.

3. Context and main issues
Management of complex, escalated, and priority work orders requiring specialist knowledge and judgement.
Ensuring quality assurance and compliance across the team's output, including process adherence and system accuracy.
Coaching, mentoring, and supporting Associates to develop their operational knowledge and capability.
Monitoring workload distribution and queue performance to support effective shift delivery.
Identifying and communicating process improvement opportunities to the Team Leader.
Stakeholder coordination for critical and high-priority issues, acting as a point of escalation above Associates.
Compliance with Sodexo policies, procedures, health and safety requirements, and ethical standards.

5. Main assignments:
Handle complex, escalated, and priority work orders that require advanced system knowledge and sound judgement.
Conduct regular quality checks on Associates' work to ensure accuracy, compliance, and SLA adherence.
Provide coaching, mentoring, and on-the-job support to Associates to develop their skills and knowledge.
Monitor queue performance and workload distribution across the team and flag concerns to the Team Leader.
Support Team Leaders with daily reporting, analysis, and SLA / KPI monitoring.
Act as a floor support resource during peak periods, system issues, or escalations.
Assist in the training and onboarding of new team members, including delivery of process training.
Identify opportunities for process improvement and communicate recommendations to the Team Leader.
Coordinate with vendors and Account teams for critical escalations and high-priority reactive works.
Support business continuity activities and provide shift coverage as required in a 24/7 environment.
Ensure compliance with all Sodexo health, safety, and wellbeing requirements and report incidents promptly.
Perform all other duties as required.

6. Accountabilities .
Effective resolution of complex and escalated work orders within agreed timeframes.
Delivery of quality assurance and compliance monitoring across the team's operational output.
Active coaching and support for Associates to drive consistent performance and development.
Contribution to SLA / KPI achievement through real-time floor support and queue monitoring.
Identification and communication of process improvement opportunities to drive operational excellence.

7. Person Specification
Graduate preferred; diploma or equivalent qualification considered.
3-5 years of experience in a Command Center, BPO, Helpdesk, Facilities Management, Shared Services, or Customer Service environment.
Strong operational knowledge of work order management, PPM scheduling, and CMMS platforms (e.g., Global Maximo).
Demonstrated ability to coach, mentor, and support junior team members.
Strong analytical skills with experience in queue monitoring and performance reporting.
Advanced MS Office skills including Excel and reporting tools.
Ability to manage escalations effectively and make sound decisions under pressure.
Excellent verbal and written communication skills in English.
Ability to work effectively in a 24/7 shift environment.
Demonstrates Sodexo values and behaviours.
Strong commitment to Zero Harm and a positive safety culture.
Demonstrated ability to manage escalations and resolve complex operational issues under pressure.

8. Competencies : .
Problem Solving
Coaching and Development
Quality Management
Analysis and Reporting
Continuous Improvement
Learning & Development