Urgent need for Customer Support Associate Supervisor (Voice)

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelors Degree Travel Percentage : 0%About the teamThe Transfer Agency is a division responsible for Transaction Operations, Processing and associated functions of mutual funds for various clients.At FIS we provide service to clients via various channels like Transaction processing, Calls, Chat etc. The customer support may include but not limited to Accounts set up, Shareholder data maintenance, overall record keeping.Job Summary:SCOPE: Supervises team of business specialist employees to achieve objectives and requirements of own team and/or workgroup. May lead across multiple locations/regions, cultures and time zones.SUMMARY: Aligns workgroup or team to FIS TA business objectives and climate to drive positive customer experience and protect best interest of shareholders & Clients. Develops and drives goals in support of strategic and operational plans for the department; sets priorities and administers implementation of business solutions; and drives/promotes change adoption. Engages team, develops direct reports, advocates for staff developmental needs, and proactively manages pay for performance philosophy. Monitors compliance with and contributes to the evolution of internal policies and procedures. Collaborates locally and across regions with cross-functional leaders to plan for and coordinate short-term objectives, and builds relationships with peers and business partners to drive the business.Management Level Description:Responsible primarily for business support personnel for a defined team and/or workgroupSets priorities for the team to ensure task completion; coordinates work activities with other supervisorsInitiative and independent judgment are guided by established policies, procedures or guidelineKey Responsibilities:1. Strategy & Business Planning (10%): Creates goals and sets priorities for team in support of operational plans, coaches employees to satisfy team goals and metrics, and is accountable to performance and results. Drives change, leads change acceptance, and communicates business context to align change efforts with business objectives. Leads team to identify, understand, and assess impact of trends in service, operations, and customer behavior; and advocates for solutions. May represent department and advocates for operational requirements in functional projects of substantive scope, complexity, and impact. Collaborates, influences and guides downstream, cross-functional leadership and internal business partners on day-to-day work processes. (Required)2. Operational Management and Service Delivery (25%): Leads team to create a positive customer experience, makes service and operations decisions in best interest of shareholder, funds, and enterprise, and ensures service and operations goals are satisfied through proactive workflow management and monitoring of productivity and quality. Manages team processes and activities and prioritizes resources and tasks to achieve expected service levels. Instills culture of risk management, compliance and an understanding of controls; ensures policies and procedures are communicated and followed. Promotes and encourages a Continuous Improvement and innovative culture within team to achieve improvements in service quality, employee and team productivity, and department expense management; provides avenues for team to contribute to Continuous Improvement efforts and identifies, supports and executes process improvements within functional work. Builds relationships and partners with peer network to support achievement of service levels. (Required)3. Relationship Management/Partnering (10%): Collaborates with peer group and business partners to share information, identify and address shared business opportunities, objectives, and challenges, and define and deliver mutually beneficial solutions that add business value. Facilitates relationship building and introductions for team. Influences network to understand TA business objectives and culture, and leverages network to gain understanding of business partners objectives and culture. May be required to manage / support service and operational relationships with external business partners. (Required)4. Leadership (35%): Models Core Values, fosters a culture of openness, approachability, positivity, engagement, trust and presence; and leads with a cross-cultural and global mindset. Leads and promotes teamwork and collaboration among team. Applies situational leadership principles and adapts leadership style to individuals and tasks. Ensures staff has training and resources to meet performance objectives; provides developmental opportunities for future growth; engages, coaches and mentors talent; leverages employee strengths; motivates others to perform beyond expectations; and recognizes and rewards exemplary performance. Assesses and provides ongoing performance feedback, holds downstream accountable to expectations, exercises consistent performance management discipline, and has a basic understanding of employee relations issues, local labor law and employee conduct expectations. Shares information, expertise, best practices, resources, and skills outside the functional area to contribute to the overall betterment of the Transfer Agent. Leverages knowledge of industry developments and business needs to share business insight, build understanding of business decision-making, and increase organizational awareness. (Required) 5. Talent Management (15%): Identifies behaviors and skillsets required to meet short term (current - 6 months) business objectives, articulates skillset gaps and surpluses in alignment with such objectives, and leads efforts to prepare team to achieve those objectives. Observes local labor market trends and considers potential impact on team. Understands current and forecasted work volumes and staffing needs required to meet service goals and determines if team is staffed appropriately. Understands FIS compensation philosophy and tools, performance, hiring and termination decisions. Contributes to the talent management review process and identification of high potential individuals. Plans and prepares annual Performance Management Process for team and contributes to calibration activities. (Required)Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass,

Keyskills :
customer relationscustomer serviceonline privacytroubleshootingqualitylabor lawsrisk managementpay for performancetransfer agency