SUPERVISOR BACK OFFICE ADMINISTRATION -1 year contract

Mississauga

Our client, a leader within financial services for over 4 decades and whose focus is on customer and client partnerships and relationships has retained us to source a Team Leader, Back Office Administration for a 1-year contract.  Our client believes that the company’s growth is reflective of their dynamic, successful and diverse employees. They foster a culture of values and customer excellence and their employees are enthusiastic, passionate, honest, driven and truly dedicated.

MANDATE:

Reporting directly to the VP, Customer Experience, your mandate will be to ensure that the support desk and home office administration functions meet customer expectations and corporate responsibilities ensuring goals are met in an efficient, cost effective and customer focused manner. 

KEY RESPONSIBILITIES:

• Responsible for successfully obtaining Grants for the customers.
• Planning of annual calendar of events requiring Customer Experience support desk resources.
• Ensures the successful planning and delivery of corporate initiatives that impact Home Office Customer Experience Administrative functions.
• Participates in cross-functional initiatives to develop or improve processes.
• Act as a Subject Matter Expert (SME) to other divisions with respect to projects, changes, regulatory/business rules and procedures.
• Works with the training department to develop training materials and SOPs acting as central point of contact and SME
• Represent Customer Experience department professionally at all times and act as an expert with respect to procedural requirements to administer and support products sold by sales force and serviced by and in-house customer experience team and outsourced Call Centre and Administrative support services.
• Responds to all client related escalations directed by VP and CEO, and Corporate Affairs.
• Develop, and improve standard operating procedures (SOP’s).
• Provide leadership, coaching and mentoring support to direct reports.  Including one-on-one sessions, development of KPIs, individual objectives, and quarterly and performance reviews.
• Manages day-to-day functions of Support Desk that provides a variety of services including 3^rd tier support to our client’s Call Centre, Administrative Support, Quality Audits, Grant Administration and system testing.
• Ensures service levels for a variety of Home Office Administration processes and functions are met.

 MAIN REQUIREMENTS:

• Degree/Diploma coupled with 2-3 years management experience in Back Office Administrative support functions within the financial services industry.
• Experience in managing help desk staff or 3^rd tier support function within a call centre environment an asset.
• Experience in developing or working with the training department to develop training materials
• Ability to manage and lead day-to-day operations in a variety of projects and initiatives.
• Excellent people management & leadership skills to coach and develop team members.
• Excellent communication skills to work with internal and external clients/customers on a daily basis.
• Excellent knowledge in Microsoft Office Application including MS Project is a must. 

INTERESTED CANDIDATES, PLEASE CONTACT: