The Supervisor will manage resource planning, monitor workflows, and oversee day‑to‑day operational activities for the US Canada Client Management Operations team. Client Management Operations is an important function to enable client satisfaction and growth. Activities include onboarding new accounts to the firm, capturing and updating structured data for existing clients, and facilitating execution of client service agreements. This Supervisor role is responsible for measuring and reporting on team productivity and individual performance, providing coaching and feedback to ensure a productive, engaged, and high‑performing team. The Supervisor will also lead stakeholder engagement initiatives, maintain a controlled risk environment, and ensure compliance with professional standards and operational policies. The role reports directly to the local Client Management leader as part of the Client Management Value Stream.
Key Responsibilities
Team Management
- Manage and lead the Client Management Specialist team to meet service levels, ensuring accuracy, productivity, and timely delivery of work in accordance with SLAs.
- Monitor team workflows and prioritize workloads to ensure high‑quality outcomes.
- Provide coaching, mentoring, and development support to team members, including new hires, to build functional capability and address knowledge gaps.
- Conduct formal performance evaluations and performance feedback to colleagues.
- Foster positive team culture and promote collaboration.
- Participate in recruiting and hiring as needed to maintain team capacity.
Quality Assurance
- Implement, oversee, perform and review quality assurance procedures.
- Identify coaching opportunities to improve quality scores.
Stakeholder Engagement
- Lead and participate in stakeholder engagement sessions, collaborating wi
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