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Supervisor – Operations Job Summary The Supervisor is responsible for leading an operational team to ensure the efficient delivery of high-quality services aligned with business objectives, KPIs, and Service Level Agreements (SLAs). This role focuses on driving team performance, ensuring operational excellence, and delivering a seamless client experience. The Supervisor manages day-to-day activities, develops team capability, resolves escalations, and collaborates with stakeholders while fostering a culture of continuous improvement. Key Responsibilities Operations & Service Delivery Lead and manage day-to-day team operations to ensure productivity, accuracy, and efficiency. Monitor workloads, prioritize tasks, and allocate resources effectively to meet business demands. Ensure achievement of KPIs, SLAs, and operational performance targets. Track, analyze, and report team performance metrics to management. Act as an escalation point for complex, sensitive, or time-critical issues and ensure timely resolution. People Management & Leadership Lead, coach, and develop a team to deliver consistent high performance. Set clear goals aligned with business objectives and conduct regular performance reviews and feedback sessions. Promote employee engagement, motivation, and a positive team environment. Identify development needs, create training plans, and support career progression and cross-training. Manage attendance, performance, and employee relations in line with company policies. Quality & Continuous Improvement Ensure adherence to Quality Assurance standards. Perform quality checks, identify gaps, and implement corrective actions. Initiate and lead process improvement and efficiency initiatives. Maintain and update procedures to reflect current processes and requirements. Review processes and suggest the removal of repetitive or non-value-added requirements. Demonstrate an understanding of internal functional processes and high-level end-to-end (E2E) workflows. Stakeholder Management & Communication Collaborate with internal teams and external stakeholders to ensure alignment and service effectiveness. Provide regular updates, reporting, and insights to senior management. Participate in cross-functional initiatives, projects, and strategic improvements. Communicate effectively on performance, risks, and improvement opportunities. Change & Risk Management Support and lead change management initiatives within the team. Identify, manage, and escalate operational risks as appropriate. Ensure compliance with company policies, procedures, and regulatory requirements. Key Skills & Competencies Leadership & Management: Team leadership, coaching, and decision-making. Operational Excellence: Understanding of KPIs, SLAs, and process improvement. Communication & Collaboration: Stakeholder management and strong communication. Personal Effectiveness: Organization, multitasking, and accountability. Qualifications & Experience Bachelor’s degree in Business, Finance, or a related field preferred. Minimum 2+ years of experience in operations or shared services. Previous experience in a leadership role. Proven ability to manage teams and meet performance targets. Knowledge of currency requirements, payment formatting, and banking payment networks such as SWIFT and local clearing systems is considered a strong advantage. Bank account and customer account balance reconciliation experience is preferred. Knowledge of compliance operations or related fields, with experience in payments, screening, sanctions, or AML, is preferred. Experience in process improvement is an advantage. Fluent spoken and written English. Tools & Technical Skills Proficiency in MS Office, including Excel, Word, and Outlook. Familiarity with operational systems and reporting tools.