Supervisor Client Contact

FIS - Fidelity Information Services; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Fidelity Information Services in Manila is seeking a supervisor to lead a team delivering client service operations across call center and service desk activities, ensuring triage and timely resolution of client issues while maintaining service standards.

You will oversee cross-channel support, generate performance reports, and align team goals with operational targets, guiding day-to-day workflow and ensuring policy compliance to drive service quality.

Job description

Job Description:

Supervises team in technical and non-technical client service operations, including call center and service desk activities to ensure efficient triage and resolution of client issues while maintaining service standards. Oversees virtual client service via various channels to provide specialized support for escalated client issues and ensure timely and effective resolution. Conducts periodic business performance reviews by generating comprehensive reports and analyzing data to identify areas for improvement and contribute to enhancing service quality. Manages pre- and post-sales activities, including quotations and order processing to ensure seamless support throughout the sales process, contributing to customer satisfaction. Establishes clear goals and objectives for team members, aligning with operational targets in order to drive the team towards achieving operational results and service standards. Liaises with internal and external stakeholders, explaining organization policies and justifying practices to foster cooperation and understanding among parties involved in client service operations. Provides day-to-day work direction, focusing on workflow maintenance and operational decision-making in order to guide team members and contribute to their performance and skill development. Ensures understanding and compliance with policies, practices, and procedures among team members to maintain consistency in service delivery and adherence to organization standards. Identifies areas for enhancement in systems and processes to boost efficiency to implement adjustments or recommendations to improve the effectiveness of client service operations within job area.

Supervises a team consisting of support-level colleagues, such as service, operations and administrative or entry-level technical/professional colleagues. Provides day-to-day work direction for team, focused on maintaining steady workflow and resolving operational decisions. Sets goals and objectives for team members for achievement of operational results. Problems faced may be difficult but typically are not-complex. Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders. May manage projects/Processes. May influence others regarding system design, solutions, and procedures. Typically does not have budget or P&L accountability, but may manage day-to-day elements of the budget (e.g., overtime for staff).