Supervisor - Customer Support

**Duty/Responsibility**

**Percentage of Time**

**Team Leadership**

• Lead team huddles to support the review of workload and service priorities, encouraging individuals to actively contribute their ideas.
• Build capability within the team through targeted recruitment, effective onboarding, identification of opportunities to build on existing skills and the opportunity to cross-train across teams
• Support the planning and implementation of robust development plans for the team and individual team members to enhance Client service delivery
• Promote and conduct coaching sessions to support individual development
• Manage and optimize performance aligned to business strategic goals utilizing individual goal setting in one to ones and quarterly documented GPS sessions to align with KPIs
• Manage attendance in accordance with Company policy and formal tools e.g. Workday
• Support the implementation of employee engagement initiatives to create an inclusive environment and to maximize colleague motivation and wellbeing.
• Collaborate with other Middle Office teams to coordinate resource levels
• Prepare information and attend Senior Management meetings as required
• Provide effective and timely recognition of achievements and successes to ensure that high performance is encouraged, and individuals feels valued, through organizational initiatives & mechanisms e.g. Bravo & Chatter

40%

**Client Service Delivery Management**

• Lead by example in promoting Client centricity, ensuring this ethos is embedded across the team,
• Manage the efficient delivery of services, ensuring that resource levels are matched to business and client requirements and are within budget, to support operational resilience.
• Provide regular performance reporting of service delivery against SLA's and KPI's also highlighting successes, key risks to be managed and any issues to be addressed.
• Build and maintain excellent working relationships with external and internal business partners and clients, offering timely support and advice which meets their requirements, managing queries. Ensure risks are effectively managed, resolving, or escalating issues, as appropriate, to reduce retention risk.
• Communicate effectively, on an ongoing basis with internal stakeholders, teams, and functions to support the sharing of information and learning which supports high quality services to Clients ensuring a shared understanding of roles and responsibilities and an efficient approach to problem solving.

40%

**Continuous Improvement and Change Management**

• Monitor and review Standard Work sheets on a quarterly basis to ensure these remain fit for purpose for operational service delivery.
• Lead on the effective implementation of proposed solutions or improvements within own area of responsibility, confirming that these are practicable and managing team members, systems, and processes accordingly.
• Lead on embedding a 'Right First Time' culture and ways of working to ensure a continued focus on service quality and efficiency.
• Collaborate with internal and external stakeholders to ensure a shared understanding and awareness of the rationale for, nature, timing, and impact of any changes.
• Ensure any knowledge, learning arising from change implementation and identified best practice is captured, shared, and applied to inform future decisions and actions.

20%

**About Convera**

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

**We offer an abundance of competitive perks and benefits including**

• Market competitive monthly gross salary.
• Opportunity to earn an annual bonus (based on role level)
• Great career growth and development opportunities in a global organization
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Paid volunteering opportunities (5 days per year)
• Hybrid mode, 2 days at the office.
• **Shift: 9:00-6:00pm Monday to Friday.**

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