Supervisor – Client Management Operations

Role Overview

• 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.
• Prepare and present weekly and monthly productivity and performance reports.

Requirements

• Proficient/expert in English along with the local language, only CV's in English will be considered.
• Bachelor’s degree in business or a closely related field.
• 5+ years of experience in team and process management, preferably with North-America based companies.
• Strong supervisory skills with proven ability to coach, mentor, and develop team members.
• Excellent analytical skills to interpret reports and performance trends.
• Strong organizational and time management skills to work effectively under pressure and meet deadlines.
• Intermediate proficiency in Microsoft Office, including Excel (formulas, pivot tables), PowerPoint, and Outlook.
• Creativity and openness to experiment with various learning methodologies.
• Strong problem-solving skills and reasoning ability.
• Ability to adapt quickly and identify opportunities for improvement.

Benefits

• Comprehensive training programs including onboarding, insurance basics, and process-specific training.
• Competitive salary, employee-friendly policies, health care benefits, and flexible benefits packages.
• Career growth opportunities across a global organization.
• Opportunities to exhibit and enhance your skills within a growing and diverse team.