Senior Supervisor, Delivery

• Supervises daily tasks of complex business, technical support, or production teams
• Sets team priorities to ensure timely completion
• Coordinates work activities with other supervisors
• Manages performance appraisals and pay reviews
• Manages training for 3 or more employees
• Manages hiring and termination actions
• Manages team members to process claims and answer calls efficiently
• Coaches team to deliver KPIs
• Ensures adherence to company policy and procedures
• Acts as liaison between operations and middle management to ensure protocols are followed
• Helps with conflict resolution involving clients, people, tasks, and systems
• Provides resolutions to a diverse range of complex tasks
• Delivers input on process improvement and operational initiatives
• Acts as a point of contact for leadership
• Provides operational information and guidance to upper-level managers
• Drives special projects for corporate, operational, or client initiatives
• Supports less experienced team leaders to improve performance
• Executes the continuity plan, including during natural disasters
• Performs additional duties as assigned

• Requires broad technical expertise and industry knowledge
• Able to perform work unsupervised
• Understands and applies concepts in the field of expertise
• Has basic knowledge of other disciplines
• Understands how to improve efficiency across related teams
• Uses judgment to identify and resolve day-to-day technical and operational problems
• Complies with all policies, procedures, and standards

• Opportunity to personally thrive, make a difference, and be part of a culture where individuality is noticed and valued every day