Supervisor – Payments Operations
Pune- WFO
2 Shift Timings: (Should be versatile to manage for both)
* 12:00 AM – 9:00 AM
* 4:30 AM – 1:30 PM
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.i 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 remova
📌 Supervisor (Operations) (Pune)
🏢 Convera
📍 Pune