Client Service Supervisor

Job purpose
Please provide a summary of the purpose and objective of the job.

Responsible for look after a team of CS staff location, ensuring they give professional client service and generally doing their job accuracy and efficiency.
Objective of this job: helping to implement a client service standard and daily works at frontline for a team via training, coaching, mentoring employees, handling face-to-face complicated enquiries from clients.
In overall, Supervisor, Client Services is expected to maintain a team member and ensure daily works of that team run smoothly

Major accountabilities
Identify 5-6 major accountabilities of the job (not the employee). Describe these accountabilities by what is to be accomplished, how and why. Use action verbs to begin each sentence. Avoid the use of acronyms. Include the approximate percentage of time spent on each accountability. The percentages below should sum up to 100.
Supervise all outputs from CS location which he/she be assigned to supervise including: daily activities, perform standard service, communication style. And assisting the team by performing the tasks with them (50%)
Update and transparent special knowledge to team members by learning, training, coaching (20%)
Willing to take business trip to back up staff (5%)
Make daily report and raise issue timely (15%)
Evaluate and performance manage staff. Identify and address staff training and coaching needs timely (10%)

Specialized knowledge
List specific types of technical or professional skills and knowledge required for the job.
Service oriented mindset
Master in special knowledge
Strong problem solving and complaint handling skill
Making decision skill
Coaching and training capability
Team working
English (speaking and writing)
Good command of PC skill (Excel, Word, Access)
Problem solving: Outline problem solving requirements in terms of how standardized, varied, complex and interdependent problems and issues are typically faced by this job. Provide examples if necessary.
- Proactive in resolving problem
- Able to understand or accomplish or deal with task/issue/situation/person
Education and experience
Indicate the minimum education level and years of relevant experience required to perform the work. Include specific professional designations, licenses, registrations, if applicable.
- College/University graduated
- Female/Male
- At least 2 years of client service staff in financial services, life insurance experience is preferred.
Communication scope
Identify the level and nature of internal and external contacts with whom this job must interact regularly. Describe the reason and frequency of their communication.
- Client
- Advisor
- Inter OP department for daily transaction
- AD force for support sale
- Office service for manage location office
- Marketing for company branding
- IT for all related to system
Management scope
Total number of staff managed (direct and indirect): 4
Total number of location managed: 2 – 3

- According to the company's policy

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