Client Services Supervisor - Wealth Management and Financial Services

Job description

Position Description:

Role Summary
The Client Service Supervisor plays a critical role in ensuring the effective operation of the call center, driving service excellence, and overseeing a high-performing team. This individual will shape team behaviors to meet and exceed service delivery standards while collaborating on the development and implementation of processes that enhance service quality. Additionally, the Supervisor is responsible for investigating and resolving product and service complaints, ensuring seamless customer experiences, and consistent delivery of exceptional service.

Key Responsibilities

• Oversee the daily operations of the call center, ensuring the delivery of service excellence and optimal customer experiences.
• Lead the implementation and enforcement of organization-wide customer service initiatives and performance standards.
• Conduct regular reviews of team performance, providing coaching and feedback on calls and customer interactions to ensure high service levels.
• Leverage talent management tools to maximize team potential, including performance plans, training, coaching, evaluations, and disciplinary actions.
• Monitor, report, and identify strategies to address key performance metrics, such as call abandonment rates, wait times, and first call resolution effectiveness.
• Manage and analyze call surveys (CSAT, CES, NPS) to gather client feedback and track customer satisfaction trends.
• Evaluate survey data to uncover pain points, measure client effort, and identify opportunities for service improvement.
• Foster a culture of continuous improvement, promoting innovation and excellence through open communication and collaboration across teams and departments.
• Evaluate existing procedures and processes, providing recommendations to improve service delivery and enhance operational performance.
• Manage client interactions to ensure a high level of customer satisfaction and alignment with business objectives.
• Ensure adherence to established personnel policies, including attendance, punctuality, and standards of professional behavior for both the supervisor and team members.

Educational Background

• Bachelor’s degree (preferred) or College Undergrad

Career Experience

• Minimum of 3 years in a Call Centre environment with a focus on customer service delivery.
• Minimum of 2 years of experience supporting wealth management, insurance, or financial management clients/accounts.
• Minimum of 2 years in a supervisory or team lead capacity, preferably in a high-volume service setting.

Skills

• Excellent management and supervisory skills with the ability to lead and coach a team effectively.
• Strong verbal and written communication skills, with the ability to engage clients and team members.
• In-depth knowledge of customer service procedures, policies, and principles.
• Organized, with a keen attention to detail and ability to handle multiple tasks effectively.
• Ability to resolve customer complaints while maintaining a professional, calm demeanor.
• Strong coaching and mentoring capabilities to develop customer service representatives.

Other Expectations

• Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time, end time, and breaks/lunch); complies with rest day schedules; adheres to leave filing policies outlined by the engagement/company.
• Quality Compliance: Follows all quality standards and ensures that deficiencies are corrected promptly for activities in their function.
• Teamwork and Communications: Actively participates in required meetings, whether engagement-related or company-related; acts as a backup for teammates and addresses excessive transaction queues caused by absenteeism.
• A collaborative team player with the ability to engage cross-functionally to resolve issues and implement process improvements.
• Capable of working under pressure and adapting to a fast-paced environment.
• Flexible with the ability to adapt to changing business needs and priorities.
• Proactive and customer service-oriented, with a strong focus on meeting client needs.
• Receptive to feedback and willing to continuously improve.

Skills:

·  Analytical Thinking
·  Customer Service & Support
·  Detail-oriented
·  English
·  Wealth Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.