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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and supervisory skills, with a focus on developing staff, managing workflows, and ensuring adherence to departmental procedures. Capable of effective communication and collaboration with stakeholders while maintaining a global perspective on business impacts and risk management.
Highest-signal resume keywords
Supervisory ExperienceStaff DevelopmentData ManagementRisk MitigationEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalyticsMetrics ReportingAd Hoc ReportingPerformance ManagementQuality Control
Soft Skills
CoachingCollaborationFeedback ProvisionProblem SolvingTeam Leadership
Industry Keywords
Service Level ManagementDepartmental ProceduresInternal AuditsEmployee EngagementDisaster Recovery Testing
About the role
Key responsibilities & impact- Provide direction to onshore or offshore associates
- Communicate daily Service Level status
- Liaise with other departments on unit reporting and metrics
- Provide feedback for corrective measures following internal and external audits
- Maintain and enhance inter-department relationships
- Set and enforce expectations for quality, productivity, and associate behavior
- Conduct regular team meetings on processing issues, initiatives, performance expectations, and team-based work
- Coach associates and handle escalated issues
- Identify service issues, trends, performance concerns, training needs, and system challenges
- Provide timely feedback to management and affected individuals and units
- Monitor and manage daily workflow
- Support corporate initiatives, including disaster recovery testing and awards and recognition programs
- Support employee engagement activities
- Assist with department risk initiatives
- Act as project lead on large-scale administrative projects
- Ensure department functions and procedures are followed and initiate procedural changes as needed
- Perform other duties as assigned
Requirements
What you’ll need- Prior experience in a supervisory role or exemplary performance as a tenured associate
- BA/BS or some post-secondary education
- Ability to develop staff to meet performance and professionalism benchmarks
- Ability to carry out assigned responsibilities with minimal supervision
- Global perspective on the business and impacts to other business units
- Ability to understand and mitigate risk and identify control needs
- Effective and accountable collaboration with stakeholders when making exceptions
- Proven writing skills
- Ability to provide written and verbal feedback
- Ability to manage data and business analytics, including metrics and ad hoc reporting
- Current knowledge of the department’s legal and policy guidelines
- Ability to adhere to department functions and procedures
Benefits
Comp & perks- Learn and grow the career you want
- Flexible environment
- Well-being and inclusion support
- Equal access to employment
- Reasonable accommodation during the application process