Client Services, Operations Supervisor

UOB Kay Hian; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading financial services provider in Singapore is seeking an Operations Supervisor to lead a team of client service representatives. The role involves ensuring exceptional service delivery, monitoring team performance, and resolving client issues. The ideal candidate should possess excellent communication skills, have at least 2 years of supervisory experience, and be motivated to drive positive changes within the team.

Qualifications

• Minimum 2 years of working experience in Supervisory Customer Service roles and complaints management.
• Willing to lead and deliver changes, motivated to bring about positive change.

Responsibilities

• Supervise and mentor a team of client service representatives.
• Take ownership of team performance metrics and SLA compliance.
• Act as the point of escalation for complex client issues.
• Prepare monthly reports on feedback and team performance.

Skills

Excellent written and communication skills

Strong service mindset

Good negotiation skills

Education

Diploma/Degree in any discipline

Job description

Role Overview

The Operations Supervisor will lead a team of client service representatives, ensuring exceptional service delivery across email and call channels. This role requires strong leadership, operational oversight, and a commitment to meeting performance targets, productivity goals, and Service Level Agreements (SLAs). The ideal candidate will work collaboratively with the team and other internal stakeholders, fostering a positive and productive environment while driving operational excellence.

Responsibilities

• Supervise and mentor a team of client service representatives, fostering a culture of accountability and continuous improvement.
• Take ownership of team performance metrics, productivity, and SLA compliance for email and call channels.
• Act as the point of escalation for complex client issues, ensuring timely and satisfactory resolution.
• Monitoring and ensuring all disputes and escalations are resolved within timelines.
• Develop call scripts, email templates, FAQs to improve quality standards
• Implement best practices to optimize response times and accuracy across all communication channels.
• Participate in process improvement sessions
• Prepare monthly reports on feedback/complaints as well as team performance
• Support incoming enquiries and feedback via calls and email where needed
• Support night desk duties on rotational basis
• Other ad hoc duties as necessary

Requirements

• Diploma/Degree in any discipline. Candidates with relevant work experience will also be considered.
• Minimum 2 years of working experience in Supervisory Customer Service roles and complaints management
• Excellent written and communication skills
• Strong service mindset and good negotiation skills
• Being willing to lead and deliver changes. Motivated to bring about positive change.