Senior Supervisor, Delivery

Job Track Description:

• Requires broad technical expertise and industry knowledge.

• Accountable for functional, operational, and/or program management.

• Assists others in achieving goals.

• Manages performance appraisals and pay reviews.

• Manages training for 3 or more employees.

• Manages hiring and termination actions.

General Profile

• Supervises daily tasks of complex business, technical support, or production teams.

• Sets team priorities to ensure timely completion.

• Coordinates work activities with other supervisors.

• Makes decisions based on policies, procedures, and business plans.

• Receives guidance from manager.

• Able to perform work unsupervised.

Functional Knowledge

• Understands and applies concepts in the field of expertise.

• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

• Sets priorities for and instructs employees to meet daily deadlines.

Problem Solving

• Resolves day-to-day technical and operational problems.

Interpersonal Skills

• Uses judgment to identify and resolve day-to-day technical and operational problems.

Responsibility Statements

• Manages team members to process claims and answer calls efficiently.

• Coaches team to deliver KPI's.

• Ensures adherence to company policy and procedures.

• Acts as the liaison between operations and middle-management to ensure protocols are being followed.

• Helps with conflict resolution with client, people, tasks, and systems related issues.

• Provides resolutions to a diverse range of complex tasks.

• Delivers inputs on process improvement and operational initiatives.

• Acts as a point of contact for leadership.

• Provides information and guidance on operational topics, covering upper-level managers.

• Drives special projects for corporate, operational, or client initiatives.

• Supports less experienced team leaders to improve level of performance.

• Executes the continuity plan such as in natural disasters.

• Performs additional duties as assigned.

• Complies with all policies, procedures, and standards.

Originally posted on Himalayas