Supervisor, Global Services I - PIA H&B

Roles and Responsibilities :

• Recruits, selects, hires and evaluates performance of personnel to ensure all department and internal client needs are handled appropriately. Trains administrative staff on operations policies, procedures, and associated equipment to ensure efficiency and accuracy. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Supervises Back Office Operations staff to ensure timely and accurate execution of data audit and data entry functions to allow front line and management staff to focus on quality service and business objectives. Establishes and manages workflows to ensure timely and accurate processing and efficiencies, reporting, ad-hoc research, pre-onboarding tasks, data entry, quality control, audit functions and other tasks completed to support business needs.
• Partners with leadership across supported business units to communicates pertinent information and identify opportunities to enhance service provided to supported business units. Participates in and leads special projects at the request of management to provide supported managers with more time and better information to make quality decisions. Ensures that specific issues are directed to the appropriate personnel in order to provide high quality service.
• Monitors internal audit and personal identifiable information (PII) compliance to minimize risk of information loss or misuse. Partners with leadership across business units to improve internal audit compliance, communicate pertinent information, and identify opportunities for efficiency and enhanced service. Acts as a subject matter expert in all internal audit procedures. Serves as a liaison between back office operations and Internal audit.

Job Requirements :

• More than 8 years of experience in customer service.
• More than 4 years of people leadership or team handling experience with responsibility for operational management, workflow oversight, or quality outcomes.
• Strong verbal, written, and listening skills with the ability to communicate clearly with team members, leaders, and cross-functional partners.
• Demonstrated analytical, problem-solving, and critical-thinking skills used to evaluate workflow trends, quality issues, audit findings, and operational risks.
• Effective interpersonal, coaching, collaboration, and team-building skills.
• Ability to lead and manage others through performance conversations, development planning, accountability, and change.
• Promotes information sharing, process consistency, compliance awareness, and continuous improvement.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, confidentiality, and service quality.

Education: Graduate