Supervisor, Client Contact

About the Role

Analyzes client expectations and requirements by providing timely and accurate information regarding the organization's client financial services and solutions. Supports management-established procedures for overseeing client inquiries, resolving issues, and identifying new opportunities for client-tailored financial technology solutions. Develops mutually-beneficial client relationships ensuring that client portfolios are closely analyzed against established financial review schedules. Serves as a point of contact between the organization and its clients, ensuring seamless communication and understanding of their financial needs and risk thresholds.

Key Responsibilities

• Supervises team in technical and non-technical client service operations, including call center and service desk activities to ensure efficient triage and resolution of client issues while maintaining service standards.
• Oversees virtual client service via various channels to provide specialized support for escalated client issues and ensure timely and effective resolution.
• Conducts periodic business performance reviews by generating comprehensive reports and analyzing data to identify areas for improvement and contribute to enhancing service quality.
• Manages pre- and post-sales activities, including quotations and order processing to ensure seamless support throughout the sales process, contributing to customer satisfaction.
• Establishes clear goals and objectives for team members, aligning with operational targets in order to drive the team towards achieving operational results and service standards.
• Liaises with internal and external stakeholders, explaining organization policies and justifying practices to foster cooperation and understanding among parties involved in client service operations.
• Provides day-to-day work direction, focusing on workflow maintenance and operational decision-making in order to guide team members and contribute to their performance and skill development.
• Ensures understanding and compliance with policies, practices, and procedures among team members to maintain consistency in service delivery and adherence to organization standards.
• Identifies areas for enhancement in systems and processes to boost efficiency to implement adjustments or recommendations to improve the effectiveness of client service operations within job area.

Requirements & Tech Stack

• Working closely with the team to identify process needs and opportunities for improving controls in processes.
• Responsible for review of multiple processes and for creating and maintaining process level documents like SOP (Standard Operating Procedures).
• Responsible to raise any process related issues on time and work with relevant team to get it resolved.
• Consistently meet or exceed target goals for SLA parameters of TAT, productivity, quality, etc.
• Communicate and follow-up with internal/ external customers via phone or email for specific assignments.
• Review, research and provide feedback on discrepancies for assigned processes.

Qualifications

• Experienced (relevant combo of work and education)