Account Supervisor

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

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

PERFORMANCE MANAGEMENT:

• 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.
• Assign and Manage projects within defined metrics and timelines.
• Identify problems in meeting key performance indicators; resolve them to the satisfaction of customers and CCS business objectives
• Look for improving Customer Service efficiencies through coaching, development, training, projects and creative use of available resources.
• Ensure adherence to schedule
• Continually raise the standard of quality in the work of self and others

PEOPLE MANAGEMENT:

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

Required Qualifications, Skills and Capabilities

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

Preferred Qualifications, Skills and Capabilities

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