Supervisor I, Customer Support/Operations

RELX; Alpharetta (GA); Hybrid; USD 59,000 - 99,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis Risk Solutions is seeking an Operations Leader to oversee daily operations, ensure policy compliance, and drive team performance to meet objectives. The role balances leadership with hands-on oversight and requires regular in-office attendance as part of a hybrid schedule.

You will supervise and coach staff, monitor workflows, publish metrics, handle escalations, and support process improvement. The position offers country-specific benefits and a U.S. base pay range.

Qualifications

• Responsible for overseeing daily operations and ensuring compliance with company policies and procedures.
• Manage team performance to achieve organizational objectives.

Responsibilities

• Lead and develop the team to meet performance goals.
• Conduct regular feedback sessions and performance evaluations.
• Foster a positive, collaborative work environment.
• Identify training needs and coordinate skill development programs.
• Monitor daily workflows and ensure timely completion of tasks.
• Review and publish production metrics and reports.
• Resolve escalated issues and maintain service level agreements.
• Manage resource allocation and scheduling for productivity.
• Ensure adherence to operational policies and procedures.
• Implement and maintain quality control processes.
• Ensure compliance with regulatory requirements and internal policies.
• Conduct audits and drive continuous improvement initiatives.
• Maintain documentation for compliance, reporting and coaching.
• Collaborate on process improvements and cross-functional projects.
• Communicate with customers and stakeholders to address concerns.
• Track KPIs and present operational updates to leadership.

Skills

Team Leadership

Coaching

Performance Evaluation

Compliance

Quality Assurance

Operational Planning

Stakeholder Communication

Job description

About The Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance organization, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About The Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance organization, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About The Role

Responsible for overseeing daily operations, ensuring compliance with company policies and procedures, and managing team performance to achieve organizational objectives. This role requires balancing leadership responsibilities with hands-on operational oversight. It is a hybrid position that requires regular in-office attendance throughout the month, based on business needs.

Responsibilites

• Team Leadership & Development
• Supervise and coach team members to achieve performance goals.
• Conduct regular feedback sessions and performance evaluations.
• Foster a positive and collaborative work environment.
• Identify training needs and coordinate skill development programs.
• Operational Management
• Monitor daily workflows and ensure timely completion of tasks.
• Review and publish production metrics and reports.
• Resolve escalated issues and maintain service level agreements.
• Manage resource allocation and scheduling to optimize productivity.
• Oversee adherence to operational policies and procedures.
• Compliance & Quality Assurance
• Implement and maintain quality control processes.
• Ensure adherence to regulatory requirements and internal policies.
• Conduct audits and drive continuous improvement initiatives.
• Maintain accurate documentation for compliance, reporting, and employee coaching and feedback purposes.
• Strategic Support
• Contribute to process improvement and operational planning.
• Support succession planning and employee development programs.
• Collaborate with leadership to align team goals with organizational objectives.
• Participate in cross-functional projects and initiatives.
• Customer & Stakeholder Engagement
• Address customer concerns escalated beyond frontline teams.
• Ensure high levels of customer satisfaction through timely resolution.
• Communicate effectively with internal and external stakeholders.
• Performance Monitoring & Reporting
• Track KPIs and prepare performance dashboards for leadership.
• Analyze trends and recommend corrective actions.
• Present operational updates during team and leadership meetings.

U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.