Role Overview

• As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.
• You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.
• This role reports to the Head of Customer Service / Operational Leader.

Key Responsibilities

Operational Delivery & Performance

• Own delivery of KPIs, SLAs, quality, and customer experience metrics incl. NPS
• Oversee capacity, workload, and resource allocation across teams
• Analyze performance data to identify risks and improvement opportunities
• Drive recovery plans where performance gaps are identified
• Embed standardized processes, controls, and quality frameworks

Customer Experience & Service Excellence

• Champion a customer-first mindset across all teams
• Monitor customer feedback, complaints, and service trends
• Own and resolve high-level customer and stakeholder escalations
• Ensure consistent delivery of high-quality, repeatable service experiences

People Leadership & Engagement

• Lead, coach, and develop Supervisors and frontline staff 15–60 FTE
• Drive a high-performance and engagement culture eNPS, retention, development
• Conduct performance management, succession planning, and talent development
• Lead recruitment, onboarding, and capability building in collaboration with HR/L&D
• Facilitate regular 1:1s, team meetings, and feedback loops

Continuous Improvement & Transformation

• Lead and support operational improvement initiatives and transformation projects
• Use data and process insights to drive efficiency, quality, and cost OPEX improvements
• Promote a culture of problem-solving and continuous improvement at team level
• Contribute to broader strategic initiatives and operational roadmap delivery

Stakeholder Management & Collaboration

• Act as primary operational contact for your function
• Build strong relationships with internal teams, external partners, and vendors
• Represent the function in client interactions and cross-functional forums
• Ensure alignment with broader customer journey and business objectives

Governance, Risk & Reporting

• Ensure compliance with internal policies, audit standards e.g. quality, ISO, and risk controls
• Produce performance reporting, dashboards, and insights for leadership
• Monitor trends, identify root causes, and track impact of changes
• Proactively identify and mitigate operational and compliance risks

Experience & Qualifications

• 3+ years’ experience leading operational teams in customer service / service environment

Proven track record of:

• Delivering KPIs and operational results
• Managing resource planning and recovery plans
• Leading people engagement and development initiatives
• Experience in customer service and/or insurance preferred
• Experience leading projects efficiency, quality, or cost improvement
• Degree/Diploma is a related field

Skills & Capabilities

• Strong stakeholder management and communication skills
• Data-driven decision making Excel, dashboards, qualitative data
• Problem-solving, process improvement, and analytical thinking
• Strong organizational, planning, and prioritization skills
• Ability to lead through change and ambiguity

Leadership Behaviours

• Results-driven and accountable
• Customer-focused with continuous improvement mindset
• High integrity, professionalism, and collaboration
• Resilient, proactive, and adaptable
• Engaging leader who builds inclusive, high-performing teams

Key Competencies

• Leading Teams & Driving Engagement
• Customer Focus & Service Excellence
• Decision Quality & Data-Informed Thinking
• Managing Ambiguity & Change
• Collaboration & Communication Impact
• Action-Oriented Problem Solving