Supervisor will manage resource planning, monitor workflows, and oversee day-to-day operational activities for the US and Canada Client Management Operations team. The role is responsible for measuring and reporting on team productivity and individual performance, providing coaching and feedback to ensure a productive, engaged, and high-performing team.
Requirements
- Manage and lead the Client Management Specialist team to meet service levels, ensuring accuracy, productivity, and timely delivery of work in accordance with SLAs.
- Monitor team workflows and prioritize workloads to ensure high-quality outcomes.
- Provide coaching, mentoring, and development support to team members, including new hires, to build functional capability and address knowledge gaps.
- Conduct formal performance evaluations and performance feedback to colleagues.
- Foster positive team culture and promote collaboration.
- Participate in recruiting and hiring as needed to maintain team capacity.
- Implement, oversee, perform and review quality assurance procedures.
- Identify coaching opportunities to improve quality scores.
- Lead and participate in stakeholder engagement sessions, collaborating with client-facing colleagues and internal teams to improve client experience and understand client needs.
- Manage escalated calls, complaints, questions, and queries, overseeing the complaints management system, and ensuring quality communication with client-facing colleagues.
- Maintain a controlled risk environment by identifying, assessing, and escalating operational risks and ensuring compliance with business professional standards and policies.
- Ensure adherence to data security and information governance guidelines.
- Regularly update process manuals and create Standard Operating Procedures (SOPs) for new processes.
- Identify and implement best practices from the industry tailored to organizational needs.
- Continuously identify areas for process improvement and participate in related initiatives.
- Support business readiness and change management initiatives.
- Adapt to a fast-paced and changing environment to support business needs effectively.
- Prepare and present weekly and monthly productivity and performance reports.
Benefits
- Competitive salary
- Employee-friendly policies
- Health care benefits
- Flexible benefits packages
- Comprehensive training programs
- Career growth opportunities across a global organization
