Engagement Support Services - Supervisor - Mumbai - India

Plante Moran India Private Limited; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Plante Moran India Private Limited is seeking a seasoned professional to lead coaching, development, and client-service operations. You will guide staff through performance reviews, monitor productivity, and drive continuous improvement in a fast-paced shared services environment.

The role emphasizes cross-functional leadership, effective communication, and delivery of high-quality service to clients while maintaining adherence to timelines and corporate standards.

Qualifications

• 3-5+ years of relevant experience in a client service, operations, shared services, or support services environment.
• Prior experience leading, coaching, mentoring, or supervising employees.
• Experience monitoring productivity, performance metrics, and quality standards.
• Experience managing multiple priorities, projects, and deadlines in a fast-paced environment.

Responsibilities

• Coach and develop staff through performance reviews and regular meetings.
• Provide real-time coaching and analyze reports to improve staff performance.
• Lead communication across teams and drive process improvements.
• Manage staff activities, track metrics, and adjust schedules.
• Monitor client feedback and drive service enhancements.

Skills

Client service experience

Operations experience

Leadership experience

Performance metrics

Multitasking

Job description

Count on us. Our "we-care" culture is more than just a motto; it's a promise. From day one, we prioritize your growth, well-being, and success. You can count on us to support your career journey and help you achieve your professional goals. Join us.

Your role. Your work will include, but not be limited to: Coaching and Development

Coaching and Development

• Develop and lead individual professional growth and performance meetings with staff to review overall productivity, performance, security reviews, and evaluated tasks in addition to addressing any other current individual or team topics.
• Provide real-time and/or side-by-side operational coaching, live monitor tasks, review completed tasks, and run/analyze reports for continuous improvement of staff performance.
• Share job knowledge and best practices of Management functions with senior specialists and peers for their continued development.

Leadership

• Build, establish, and maintain open lines of communication with team, peers, trainers, engagement teams, functional departments and/or vendors to facilitate problem solving.
• Act as a catalyst for ongoing change and growth by continually challenging systems, processes, and procedures with the result being increased efficiency.

Operations

• Manage a range of non-task activities for staff including huddles, completion of firm courses, and special projects.
• Increase staff efficiency by monitoring tasks and using metrics to make real time adjustments to specialist schedules and communicating areas of concern to Leadership team.
• Maintain familiarity with systems, applications, and procedures.

Client Service

• Monitor survey results and respond to client feedback, identify opportunities for improvement, and share with Leadership.
• Ensure that client questions and problems are resolved properly and quickly.

The qualifications

• 3-5+ years of relevant experience in a client service, operations, shared services, or support services environment.
• Prior experience leading, coaching, mentoring, or supervising employees.
• Experience monitoring productivity, performance metrics, and quality standards.
• Experience managing multiple priorities, projects, and deadlines in a fast-paced environment.

What makes us different? On the surface, we’re one of the nation’s largest audit, tax, consulting, and wealth management firms. But dig a little deeper, and you’ll see what makes us different: we’re a relatively jerk-free firm (hey, nobody ‘s perfect) with a world-class culture, consistent recognition as one of Fortune Magazine’s “100 Best Companies to Work For,” and an endless array of opportunities.

At Plante Moran, diversity, equity and inclusion means that all staff members have equitable and fair opportunities to succeed, in an inclusive environment, with their individual, unique identities.

Plante Moran enjoys a “Workplace for Your Day” model which, simply put, means we strive for flexibility and balance while staying true to our principally in-person model. We believe that face-to-face interactions are paramount for individual and collective development, but also encourage individuals to work with their supervisor and team to determine their optimal working environment each day.

Plante Moran is committed to a diverse workplace. We strive to create a culture where each person feels accepted and valued. We believe that each person’s ultimate potential begins with first acknowledging their inherent dignity. When we can recognize — and celebrate — our many human differences, we’re able to create a workplace where all staff feel a sense of belonging and an opportunity to succeed. This allows us to attract and retain the best talent, serve clients through diverse thinking, and better represent and support the various communities in which we live and work.

Plante Moran is an Equal Opportunity Employer. Plante Moran maintains a drug-free workplace. Interested applicants must submit their resume for consideration using our applicant tracking system. Due to the high volume of interest in our positions, only candidates selected for interviews will be contacted. Unsolicited resumes from search firms or employment agencies, or similar, will not be paid a fee and become the property of Plante Moran.

The specific statements above are not intended to be all-inclusive. Our founders often referred to our firm as "a people firm disguised as an accounting firm." Why? Because people are at the core of everything we do, and our firm was built on values and principles that support this philosophy to this day.