Back Office Supervisor (Financial Account)

About the role

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 adherence to all operational policies, including attendance, punctuality, and professional behavior for both the supervisor and team members

About you

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