Summary

You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

Job Summary

As a Account Supervisor you will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

Job Responsibilities

1. Provide regular coaching & leadership to a group of advisors & supervise the day-to-day functions of the group.
2. Implement/impart Training and Learning for the employees through direct development and by leveraging other training/development opportunities available.
3. Consistently look for innovative ways to improve on productivity, motivation, cost savings and development of employees
4. Leverage on the expertise of employees within the group and other teams to improve overall performance.
5. Model the organization's core values, operating principles, and philosophies. Walk the Talk.
6. Share and leverage best practices across teams with the function and outside of it.
7. Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions

PERFORMANCE MANAGEMENT:

1. Coaching orientation is highly essential, Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations.
2. Assign and Manage projects within defined metrics and timelines.
3. Identify problems in meeting key performance indicators; resolve them to the satisfaction of customers and CCS business objectives
4. Look for improving Customer Service efficiencies through coaching, development, training, projects and creative use of available resources.
5. Ensure adherence to schedule
6. Continually raise the standard of quality in the work of self and others

PEOPLE MANAGEMENT:

1. Responsible for management of Engagement, Attrition and ESAT for the team
2. Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment
3. Resolves employee concerns with urgency & accuracy.
4. Promotes transparency in Communication and builds an atmosphere of mutual trust and cooperation.

Required Qualifications, Skills and Capabilities

1. Understanding of Back office work type, tools and systems.
2. Team managing experience preferred.
3. Strong coaching & leadership skills
4. Strong focus on Customer satisfaction
5. Inventory management
6. Strong motivation Skill
7. Adaptable to various changes in policies, procedures, and management styles and business direction

Preferred Qualifications, Skills and Capabilities

1. Ability to handle multiple tasks, projects, objectives and deadlines
2. Excellent spoken and written communication skills
3. Good understanding of MS Word, Excel and PowerPoint
4. Good analytical and problem solving skills
5. Comfortable in working rotational shifts and weekly offs

Skills

• Accounting
• Excel
• Leadership
• Problem Solving
• Team Training and Development