Customer Financial Services Supervisor
Vor 2 Tagen
We have an exciting opportunity for you to join our team as Customer Financial Services Supervisor.
Who we are : FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories.
We work every moment to deliver the most important package of someone's day.
Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers.
530,000 team members strong, we are as diverse as the world we serve.
We love what we do, and we do it well.
Our reach is big, and so are our dreams.
Join us and let's write our next chapter together.
What you will be doing : We are seeking a Customer Financial Services Supervisor to manage and oversee our BPO vendor operations on-site.
Acting as the critical bridge between FedEx and the vendor, you will provide coaching and guidance to the vendor's team, ensuring they deliver exceptional service aligned with our company standards.
You'll also drive performance, resolve operational challenges, and foster a culture of collaboration and continuous improvement.
Objectives to this role : Vendor Performance Management:Ensure the BPO vendor consistently meets or exceeds performance metrics (e.g., quality, productivity, customer satisfaction, compliance) within the first 90 days.
Regularly review and analyze performance reports to identify trends and opportunities for improvement.Team Development & Coaching:Provide on-site coaching and guidance to the vendor's team, ensuring all team members meet established performance and quality standards.
Deliver at least two structured training or feedback sessions per month to address skill gaps and foster continuous improvement.Stakeholder Collaboration:Act as the primary liaison between the vendor and internal teams, ensuring alignment on goals and priorities within the first month.
Facilitate bi-weekly meetings with internal stakeholders and vendor leadership to discuss performance, challenges, and strategic initiatives.Process Improvement:Identify and implement at least two process improvements within the first six months to enhance operational efficiency or customer experience.
Collaborate with the vendor to standardize workflows and ensure adherence to best practices.Customer Experience Optimization:Drive initiatives to improve customer financial services satisfaction, ensuring at least a 10% improvement in key customer satisfaction metrics within the first six months.
Work closely with the vendor team to address customer pain points and reduce escalations.Compliance and Reporting:Ensure vendor adherence to FedEx policies, procedures, and regulatory requirements, with zero compliance breaches during the probationary period.
Deliver detailed monthly performance reports and insights to senior leadership, highlighting successes and areas for improvement.Cultural and Relationship Building:Foster a collaborative and positive culture between FedEx and the BPO vendor by establishing clear communication channels and trust within the first 30 days.
Host at least one team-building or cross-functional activity per quarter to strengthen partnerships and alignment.Responsibilities : Serve as the primary liaison between FedEx and the BPO vendor team, ensuring alignment on goals and objectives.Monitor and analyze vendor performance metrics (KPIs) to ensure quality, productivity, and compliance with contractual agreements.Provide on-site coaching, guidance, and development to the BPO vendor's team to enhance their skills and meet performance expectations.Proactively identify and resolve process gaps, escalating issues as needed to internal stakeholders or vendor leadership.Facilitate regular meetings between the vendor and FedEx to communicate expectations, review performance, and address concerns.Collaborate with internal teams to provide the vendor with the necessary resources, tools, and updates to perform effectively.Ensure consistent application of policies, procedures, and best practices by the vendor team.Drive initiatives to improve customer experience and financial outcomes while maintaining operational efficiency.What do you bring with you : 3+ years of experience in a people leadership role and or BPO management equivalent role.Strong leadership and coaching skills, with a proven ability to mentor and develop teams.Exceptional communication and interpersonal skills to manage relationships with diverse stakeholders.Solid understanding of key performance metrics and operational reporting.Ability to handle conflict resolution and problem-solving in a fast-paced environment.What do we offer : Attractive compensation packageLearning resources to further develop your skills and knowledgeTuition Assistance Program (applicable for FedEx positions with a permanent contract)Employee Assistance Program for you and your family in difficult life situationsEmployee reduced-rate shippingGreat career opportunitiesFedEx is one of the worlds most admired companies and trusted brands year after yearBring your ideas, individuality, and dreams to our global community.
Feel good about where you work.
Choose your career path - we're ready to invest in your development.
Join FedEx.
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