Customer Financial Services Supervisor

Description

Ship to Collect (STC); GCI; Credit & Collections; Disputes; Cash Applications; Billing

What you will be doing:
We are seeking a Customer Financial Services Supervisor to manage and oversee our BPO vendor operations on-site. Acting as the critical bridge between FedEx and the vendor, you will provide coaching and guidance to the vendor’s team, ensuring they deliver exceptional service aligned with our company standards. You’ll also drive performance, resolve operational challenges, and foster a culture of collaboration and continuous improvement.

Objectives to this role:

• Vendor Performance Management
  • Ensure the BPO vendor consistently meets or exceeds performance metrics (e.g., quality, productivity, customer satisfaction, compliance) within the first 90 days.
  • Regularly review and analyze performance reports to identify trends and opportunities for improvement.

• Team Development & Coaching
  • Provide on-site coaching and guidance to the vendor’s team, ensuring all team members meet established performance and quality standards.
  • Deliver at least two structured training or feedback sessions per month to address skill gaps and foster continuous improvement.

• Stakeholder Collaboration
  • Act as the primary liaison between the vendor and internal teams, ensuring alignment on goals and priorities within the first month.
  • Facilitate bi-weekly meetings with internal stakeholders and vendor leadership to discuss performance, challenges, and strategic initiatives.

• Process Improvement
  • Identify and implement at least two process improvements within the first six months to enhance operational efficiency or customer experience.
  • Collaborate with the vendor to standardize workflows and ensure adherence to best practices.

• Customer Experience Optimization
  • Drive initiatives to improve customer financial services satisfaction, ensuring at least a 10% improvement in key customer satisfaction metrics within the first six months.
  • Work closely with the vendor team to address customer pain points and reduce escalations.

• Compliance and Reporting
  • Ensure vendor adherence to [Company Name] policies, procedures, and regulatory requirements, with zero compliance breaches during the probationary period.
  • Deliver detailed monthly performance reports and insights to senior leadership, highlighting successes and areas for improvement.

• Cultural and Relationship Building
  • Foster a collaborative and positive culture between [Company Name] and the BPO vendor by establishing clear communication channels and trust within the first 30 days.
  • Host at least one team-building or cross-functional activity per quarter to strengthen partnerships and alignment.

Responsibilities:

• Serve as the primary liaison between FedEx and the BPO vendor team, ensuring alignment on goals and objectives.
• Monitor and analyze vendor performance metrics (KPIs) to ensure quality, productivity, and compliance with contractual agreements.
• Provide on-site coaching, guidance, and development to the BPO vendor’s team to enhance their skills and meet performance expectations.
• Proactively identify and resolve process gaps, escalating issues as needed to internal stakeholders or vendor leadership.
• Facilitate regular meetings between the vendor and FedEx to communicate expectations, review performance, and address concerns.
• Collaborate with internal teams to provide the vendor with the necessary resources, tools, and updates to perform effectively.
• Ensure consistent application of policies, procedures, and best practices by the vendor team.
• Drive initiatives to improve customer experience and financial outcomes while maintaining operational efficiency.

What do you bring with you:

• 3+ years of experience in a people leadership role and or BPO management equivalent role.
• Strong leadership and coaching skills, with a proven ability to mentor and develop teams.
• Exceptional communication and interpersonal skills to manage relationships with diverse stakeholders.
• Solid understanding of key performance metrics and operational reporting.
• Ability to handle conflict resolution and problem-solving in a fast-paced environment.

Accuracy & Attention to Detail;Microsoft Office & PC Skills;Numerical Skills;Leadership Skills;Written & Verbal Communication Skills

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.