The Client Services Investigation Supervisor is accountable for the efficient delivery of high quality and responsive services to queries raised by Internal teams on behalf of external customers in relation to pre
- and post-transaction queries. This role is accountable for leading, developing and motivating a team to deliver consistent high performance and a seamless Client Experience. This may include both on-site and remote team management.
This role is responsible for the performance and development of people; ensuring queries are actioned as per business KPIs, creating an environment which encourages continuous improvement and empowering team employees to identify and implement process changes and efficiencies.
**You will be responsible for**:
- Managing daily workflows and ensuring service level agreements (SLAs) are met.
- Ensuring team members adhere to Quality Assurance (QA) standards.
- Evaluating performance and providing feedback to direct employees.
- Ensuring procedural updates are reflected in internal team documentation.
- Speaking with Banking partners on escalations and time sensitive requests.
- Helping to resolve employee issues, escalations, and disputes.
- Reporting to senior management and supporting them with daily tasks and business needs.
- Fostering improvements internally and representing the team in projects across the organization.
- Having regular meetings with internal stakeholders to discuss team performance and identify areas of improvement
- Lead and/or participate in process improvement initiatives
Here are some skills, attributes, and qualifications you will have:
- Post-secondary education in Business or Finance - preferred; or an equivalent combination of education and work experience.
- Minimum of 2 years of work experience within the Financial and/or Shared Services industries as well as relevant qualifications managing and motivating teams.
- Ability to multi-task, work accurately and independently.
- Proven ability to maintain a high level of confidentiality.
- Fluency in English - both verbal and business writing skills
- Proficient computing skills with all common office programs (MS Excel, Word, Outlook).
- Excellent interpersonal, customer service and communication skills.
- Demonstrated strong work ethic.
- Strong time management and organizational skills.
- Problem-solving and decision-making skills - mathematical and analytical ability preferred.
- Previous experience as a Team Leader/Supervisor is desirable
- Previous experience and knowledge of global payment processing, SWIFT network is desirable
- Previous experience of lean and agile working methodologies is also desirable.
- Previous experience with Fraud or Compliance department is desirable
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
- Great career growth and development opportunities in a global organization
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
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