Job Title : Supervisor of Client Services
Department : Client Delivery Services
Reports To : Director / Manager Client Services
Position Summary :
The Supervisor of Client Services is responsible for supervising and managing assigned Client Services Associates and / or Client Account Managers.
The Supervisor of Client Services is also responsible for understanding the status of their assigned team members' clients and payrolls, and act as escalation point with the client when the need requires.
The Supervisor of Client Services participates in resource allocation taking into consideration their team members strengths and career desires.
The Supervisor of Client Services ensures client satisfaction and profitable margins for those supervised.
Duties and Responsibilities include the following.
Ensures that defined metrics for Client Services are maintained and that profitable margins are sustained while maintaining client satisfaction.
Ensures a stable and manageable workload for each team member. Participates in the resourcing meeting.
Drives together with the Director of Client Services and HQ strategic initiatives.
Proposes and recommends process improvements based upon Team's input
Act as an escalation point for Clients as well as for Team members.
Conducts monthly check-ins with each assigned team member.
Establish a relationship which nurtures open and honest communication internally (also with other affiliates)
Discussion of challenges and successes as related to assigned clients.
Goal setting and follow up on accomplishment
Provide performance feedback on a constructive way. Complete and conduct performance reviews.
Be a role model, act as a mentor and career coach.
Participates in the hiring and promotion career development process of the Team. Recommends Salary changes based upon performance.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A minimum of one years' experience in people management
A minimum of one years' experience working in customer service and / or a payroll environment
Business level English speaker