Operations Supervisor

Jobtailor; Deutschland; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

JobTailor in Germany seeks an experienced supervisor to lead a team in credit card and banking processes, driving accountability and process improvements. You will guide direct reports, monitor performance, and maintain high service levels while ensuring timely responses.

The role emphasizes policy development, audits, data analysis, and collaboration with auditors and other departments to enhance customer experience and compliance.

Qualifikationen

• Bachelor’s in business management or related field is preferred.
• 3-5 years of experience in credit card and/or banking, with at least 3 years in a supervisory capacity preferred.
• Ability to balance multiple deadlines and projects while supporting and developing direct reports.
• Excellent communication skills with customers, team members, and auditors.

Aufgaben

• Lead and motivate direct reports to improve processes while maintaining high service levels.
• Research and resolve escalated complaints associated with assigned processes.
• Complete investigations of issues and respond timely and thoroughly.
• Serve as a subject matter expert for assigned processes.
• Manage internal and external audit reviews and findings.
• Develop and maintain policies and procedures, driving compliance and accountability.

Kenntnisse

process improvement

quality assurance monitoring

data analysis

policy development

compliance management

customer account maintenance

performance benchmarking

issue investigation

escalation resolution

team performance management

leadership

motivation

communication

organizational skills

multi-tasking

collaboration

customer focus

accountability

problem-solving

team morale promotion

Ausbildung

Bachelor’s in business management

High School diploma

Jobbeschreibung

Responsibilities

• Lead and motivate assigned direct reports to innovate and improve assigned processes while maintaining high service levels and timely responses of existing work by a motivated workforce.
• Research and resolve escalated complaints associated with assigned processes.
• Complete investigations of issues and respond timely and thoroughly.
• Serve as a subject matter expert for assigned processes.
• Manage internal and external audit reviews and findings.
• Develop and maintain policies and procedures for the assigned area of responsibility and drive compliance and accountability within the team.
• Analyze and respond to trends in volume fluctuation, product mix, regulatory changes, and client requirements.
• Perform QA monitoring as a mechanism to identify risk and ensure that procedures are followed and risk controls are maintained.
• Collaborate and be the voice of the customer with other departments to ensure that customer complaint feedback is broadly known and corrective steps are actioned for improved customer experience.
• Provide back-up support for procedures processed.
• Provide on-the-job or up-training as needed.
• Ensure the team strictly adheres to department standards for maintenance of customer accounts and consistently maintain current customer information on all accounts.
• Benchmark team performance and maintain a dashboard of team performance monthly.
• Ensure that underperforming employees meet departmental expectations through the creation and implementation of written action plans.
• Other duties as assigned

Requirements

• Bachelor’s in business management, or related field is preferred.
• High School diploma required.
• 3-5 years of experience in credit card and/or banking, at least 3 years in a supervisory capacity preferred with demonstrated ability to drive accountability and promote team morale.
• Ability to balance multiple deadlines and projects, while providing support and development to direct reports.
• Ability to communicate effectively with various audiences including customers, team members, and internal and external auditors, through written and verbal means.
• Solid organizational skills, ability to work across teams, ability to focus on broader goals and customer-level details simultaneously, and ability to multi-task effectively.
• Strong working knowledge of computer software including Microsoft Office and loan servicing software required.

ATS Optimization Keywords

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.

Hard Skills

• process improvement
• quality assurance monitoring
• data analysis
• policy development
• compliance management
• customer account maintenance
• performance benchmarking
• issue investigation
• escalation resolution
• team performance management

Soft Skills

• leadership
• motivation
• communication
• organizational skills
• multi-tasking
• collaboration
• customer focus
• accountability
• problem-solving
• team morale promotion

Certifications & Qualifications

• Bachelor’s in business management
• High School diploma