This is a full time role and would involvein-charge of various tasks like the following (indicative - but not limitedto : )
Handle and resolve critical issues
Provide assistance and mentorship on issues as necessary
Implement departmental policy and procedure changes with associates
Represent the department during company sponsored events or while working offsite
Work with the Business’ clearing firm to resolve service issues, identifying processing gaps and systemic issues. The ability to follow through to resolution on these issues is mandatory
work on processing functions, must be fully cross-trained on all processing functions
Provide objective feedback related to team development and training needs
Provide training to Customer Service teams and communicate department changes
Think independently and offer suggestions and solutions for team improvement
Lead department projects and set priorities
Run day to day workflow and meet department service levels
Written Communications must be able to detail procedures and develop both internal and external communications.
Other responsibilities include :
Mentoring and career development with processors and specialists
Provide input for hiring, promotions and staff reviews
Facilitate regular 1 on 1 meetings and direct goal development and progress
Monitor and approve vacation and time off requests
Reconcile time card records for non-exempt employees
A Bachelor’s Degree holder in any field
Capacity to handle 17-18 FTE
Strong customer service domain experience and excellent people management skills
Related experience working as a Supervisor / Team Leader for operations
Experience in Team Management, performance management
Experienced in MS Office applications (Excel, Word, PPT)
Experience in a Customer service, Financial account an advantage
Main qualifications :
To perform this job successfully, anindividual should perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and / or abilityrequired.
Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Possess the following key behaviors : Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving