Supervisor WAM BO

Role Summary
The Back Office Supervisor is responsible for overseeing the day to day operations of the back office team ensuring the accurate and efficient execution of processes that support high quality service delivery. This role is critical in preventing financial loss and operational issues by ensuring precise execution and quickly resolving any escalations. The Supervisor works closely with internal stakeholders and departments managing escalations with urgency conducting root cause analysis (RCA) and driving solutions to prevent recurrence. Additionally the Supervisor will focus on knowledge management ensuring the team is well equipped with up to date training and process knowledge to maintain service excellence and quality. Proactively identifying areas for improvement they will provide active coaching and support to foster continuous team development.

Key Responsibilities

. Oversee the day to day operations of the back office team ensuring accuracy efficiency and alignment with performance standards and service delivery goals.
. Lead the implementation of quality standards across all back office processes focusing on accuracy and operational excellence.
. Proactively identify potential risks and issues conducting root cause analysis (RCA) and driving effective solutions to prevent escalations and ensure smooth operations.
. Collaborate with internal stakeholders and departments to ensure alignment of back office processes and strategic goals.
. Leverage talent management tools to maximize team potential including performance plans coaching training evaluations and corrective actions.
. Monitor report and implement strategies to address key operational metrics such as error rates process accuracy and service efficiency.
. Focus on knowledge management by identifying areas where training or refreshers are needed ensuring the team has up to date process knowledge.
. Support the team through active coaching fostering a high performance culture and ensuring they have the necessary tools to deliver quality service.
. Drive innovative initiatives to optimize operational performance and improve service delivery.
. Ensure no financial loss or impact as a result of back office operations maintaining a high level of accuracy in all tasks.
. Ensure adherence to all operational policies including attendance punctuality and professional behavior for both the supervisor and team members.


Educational Background

. College Graduate; any financial accounting business related course is a plus



Career Experience

. At least 3 years of experience in a back office or operational environment specifically focused on delivering efficient and effective service support.
. A minimum of 2 years of experience in supporting wealth management insurance or financial services clients/accounts.
. A minimum of 2 years of supervisory or team leadership experience ideally in a high volume service environment.


Skills

. Excellent management and supervisory skills with the ability to lead and motivate a team toward achieving operational excellence.
. Strong verbal and written communication skills with the ability to engage effectively with clients team members and leadership.
. Deep knowledge of back office procedures operational best practices and service delivery standards.
. Organized with keen attention to detail and the ability to manage multiple priorities in a fast paced environment.
. Ability to resolve operational issues and improve processes while maintaining a professional and solution oriented approach.
. Strong coaching and mentoring abilities to develop operational staff and ensure high performance.
. Experience with knowledge management identifying training and refresher needs for continuous improvement of team capabilities.
. Experience in process updates creation and ensuring that procedures align with evolving business needs and compliance standards.
. Proficiency in analyzing performance metrics reporting on operational performance and driving data driven decision making.
. Experience in conducting root cause analysis (RCA) and driving corrective actions to prevent issues from recurring.


Other Expectations

. Schedule & Shift Oversight (Schedule Adherence): Demonstrates exemplary personal schedule adherence (including start times end times and breaks) and actively monitors team shifts rest days and leave filing. Ensures adequate coverage is maintained at all times to meet operational demands and complies with all company and engagement policies.
. Operational Quality & Escalation Prevention (Quality Compliance): Leads by example in delivering service that meets or exceeds quality and operational standards. Proactively reviews performance metrics identifies process deficiencies or compliance risks within the teams scope and ensures prompt effective corrective actions are taken to prevent client escalations.
. Active Queue Management & Team Coverage (Teamwork and Communications): Actively participates in and often leads team department and company meetings. Monitors operational volumes in real time and acts as a hand on backup or strategically redistributes workloads to address excessive transaction queues or coverage gaps caused by absenteeism or volume spikes.
. Cross Functional Collaboration: Serves as a key operational partner engaging professionally and collaboratively with peers leaders and cross functional teams (Operations Quality Technology Risk and Compliance) to resolve complex issues streamline workflows and implement standardized process improvements.
. Pressure Tolerance & Ambiguity Management: Maintains composure structural focus and a professional demeanor under pressure. Demonstrates the ability to manage multiple high priority tasks simultaneously and successfully guides the team through fast paced high volume or rapidly changing business environments.
. Adaptability & Change Leadership: Displays high flexibility and adaptability when business priorities shift. Acts as a positive change champion for the team translating organizational updates and process changes into clear actionable directions to maintain operational stability.
. Proactive Continuous Improvement: Demonstrates a strong ownership mindset by identifying service gaps control weaknesses or reporting inefficiencies. Proactively proposes and implements automated or streamlined solutions to continuously enhance team efficiency and control environment.
. Feedback Driven Leadership: Welcomes constructive feedback from peers leadership and external auditors; uses these insights to refine personal supervisory strategies and actively coaches team members to continuously improve overall performance and compliance.

• Active listening&understanding
• Agility and Innovation
• Business Process Outsourcing
• Communication
• Continuous Improvement
• Customer Service & Support
• Data Analysis
• Detail-oriented
• English
• Financial Services
• Quality Management
• Risk management
• Security compliancy
• Wealth Management

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