Senior Supervisor, Accounting Services

Job Track Description:

• The Senior Supervisor is responsible for providing strategic leadership, operational oversight, and performance management across multiple business functions, including Collections, Sales, and Loan Processing. This role ensures that all teams operate efficiently, meet performance expectations, comply with company and client requirements, and deliver exceptional service and results.
• The Senior Supervisor serves as a key liaison between frontline employees, management, and clients, driving accountability, employee development, operational excellence, and continuous improvement. The successful candidate must possess strong leadership capabilities, exceptional communication skills, and the ability to effectively manage diverse teams with varying responsibilities and performance objectives.

General Profile

• Supervises daily tasks of complex business, technical support, or production teams.
• Sets team priorities to ensure timely completion.
• Coordinates work activities with other supervisors.
• Makes decisions based on policies, procedures, and business plans.
• Receives guidance from manager.
• May not perform the work supervised.

Functional Knowledge

• Understands and applies concepts in the field of expertise.
• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

• Sets priorities for and mentors employees to meet daily deadlines.

Problem Solving

• Resolves day-to-day technical and operational problems.

Interpersonal Skills

• Uses tact to exchange information and handle sensitive issues.

Responsibility Statements

Leadership & Team Management

• Lead, develop, and supervise multiple teams across Collections, Sales, and Loan Processing functions.
• Provide day-to-day guidance, support, and direction to Team members
• Foster a high-performance culture focused on accountability
• Conduct regular one-on-one coaching sessions, team meetings, and performance discussions.
• Identify employee strengths and development opportunities and implement action plans to improve performance.
• Serve as an escalation point for employee concerns, operational challenges, and client-related issues.

• Ensure all staff understand departmental goals, policies, procedures, and performance expectations.

  Performance Management & Coaching

• Monitor and evaluate employee productivity, quality, attendance, and adherence to established metrics.
• Deliver ongoing coaching and performance feedback to improve employee effectiveness.
• Develop performance improvement plans when required.
• Recognize and reward strong performance while addressing performance gaps in a timely and professional manner.

• Mentor emerging leaders and support succession planning initiatives.

  Quality Assurance & Call Reviews

• Participate in client call reviews, calibration sessions, and quality evaluations.
• Conduct regular audits of customer interactions, loan files, sales activities, and collection efforts to ensure compliance and service excellence.
• Review call recordings and provide actionable coaching feedback to employees and team leaders.
• Collaborate with clients to identify opportunities for improving customer experience, compliance, and operational effectiveness.
• Ensure quality standards are consistently met across all departments.
• Client Relationship Management
• Act as a key point of contact for client meetings, operational reviews, and performance discussions.
• Attend scheduled client calls and business reviews to present department performance and operational updates.
• Partner with clients to address concerns, implement process improvements, and strengthen business relationships.
• Ensure client expectations, SLAs, and contractual obligations are achieved or exceeded.