Supervisor Client Strategy Services

Position Purpose:  Under general supervision, the Supervisor is responsible for supervising and coaching a team to provide excellent customer satisfaction for internal and external customers.  Responsible for resolving client issues, meeting or exceeding department performance metrics, and supporting clients (internal/external) and employee retention.

Overall Responsibility is to lead a team of business analysts in the development, maintenance, and delivery of reporting on collection activity and financial performance, and provide recommendations regarding handling client inventory for the firm. Working with Business Unit Leaders, the Supervisor will develop an efficient reporting framework focused on improving inventory prioritization and management to produce profitable outcomes. Key focus areas of this role are:  designing, developing, and maintaining tracking and reporting systems on new and existing client inventories, production and profitability at the file, portfolio, and client level to include analysis and problem-solving as it relates to data, types of data, and relationships among data elements within a business or system. Responsible for working with stakeholders and end users to elicit, understand, analyze, document, communicate, and evolve the requirements and performance metrics for a process or system in order to solve business problems.

Responsibilities/Duties/Functions/Tasks:

• Provide strong leadership while monitoring and providing timely feedback to department staff to ensure day to day activities are being handled, as needed.
• Recruit and retain high quality staff
• Ensure staff is meeting production goals, complying with company standards and federal collection laws.
• Evaluate employee performance, administer discipline, and maintain proper records.
• Review employee e-time entries, approve overtime and time-off requests, and coordinate employee work schedules to ensure adequate staffing.
• Provide technical, advisory, and moral support to the department to ensure both positive client (internal/external) and team member experiences.
• Participate in interviewing, selecting, and coordinating training for new employees.
• Coordinate and oversee special projects.
• Recommend new approaches to drive continuous improvement.
• Design, develop, and maintain reporting systems to communicate daily, weekly, monthly and annual performance on firm and business unit inventory on new and existing clients.
• Analyze and mine business data to identify patterns and correlations among the various data points.
• Lead mapping efforts and trace data from system to system in order to solve a given business or system problem.
• Design and create reports and reporting tools to help business units in their decision-making.
• Perform statistical analysis of business data to include implementation of systems and reporting to identify gaps, remediation needs, and special areas of focus in production and profitability.
• Elicit requirements using interviews, document analysis, requirements’ workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into graphical presentations that can drive improvement and decision-making.
• Direct the requirements for applying technology to satisfy new and existing client and firm business needs.
• Develop, maintain and perform processes to continuously monitor data quality and integrity in platform applications.
• Create and maintain workflows, approval processes, and validation rules based on internal stakeholder requirements.
• Define and document internal and external user interfaces and support system and data requirement clarification and definition.
• Work with business units to coordinate activities related to the firm’s selected auto-dialer and outbound phone, IVR and digital communications platforms.
• Deliver informative, well-organized presentations.
• Complete all required training applicable to assigned position.
• Additional duties as assigned.

Qualifications:

• Bachelor’s Degree in Business or IT is required; a combination of a high school diploma and nine years of applicable experience will be considered.
• Five (5) years of experience managing an operational business area is required, preferably within a financial services/collections environment.
• Strong project management and continuous process improvement skills are required.
• Excellent customer service, mathematical, problem-solving ,and analytical skills are required.
• Excellent computer skills are required and include MS Outlook, Excel, Teams, Word, and SQL reporting services.
• Excellent organizational, planning, and time management abilities.
• Ability to travel approximately 10% of the time.
• Must have a thorough understanding of how to interpret client (internal/external) business needs and translate them into application and operational requirements.
• Leadership skills are necessary.
• Ability to apply general organizational knowledge of the business and systems processes into problem analysis is required.
• Must exhibit experience of seeking and applying emerging industry tools and practices when solving business problems.
• Must possess excellent verbal and written communication skills.
• Experience interacting successfully with a diverse group of business leaders and subject matter experts is required.

Compensation and Benefits:

• Competitive salary based on experience
• Paid Time Off (PTO) - 16 days annually + 9 Company paid holidays
• Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance and more. You can review our benefits at www.weltman.com/careers for more information.
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc. Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Free parking
• Free onsite fitness center for all employees

EOE Statement: WWR/Weltman is an Equal Opportunity Employer.