Customer Issue Resolution Supervisor

Job Responsibilities

• Supervise End-to-End CIR teams, including 1:1s, workload prioritization, and feedback.
• Manage team development, focusing on career growth and continued learning.
• Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.
• Adapt techniques to solve complex problems and analyze team data for actionable directives.
• Set priorities, assign tasks, provide performance feedback, and lead change initiatives
• Prepare and present regular reports on collections and dispute activities and performance
• Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines
• Participate in corporate programs, comply with standards and policies, and uphold 3M’s values and ethics.
• Has a considerable impact on the functional work group/team, providing coaching and leadership.
• Train, mentor and evaluate the performance of the team
• Develop and implement strategies to improve team performance and efficiency
• Manage project timelines, resources, and deliverables to ensure successful outcomes
• Collaborate cross-functionally to address customer complaints and find creative solutions with other departments, such as credit, finance, and sales, to resolve complex issues and improve overall customer experience
• Identify opportunities to enhance service capacity, improve customer experience, and achieve operational excellence.
• Lead and support the implementation of new processes and manage change initiatives.
• Coordinate with other departments, such as accounting and customer service, to resolve issues related to

Qualifications

• Bachelor's degree and Min. 6 years' experience in finance, AR/collections or pricing
• Minimum 3 years' experience in leadership position
• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.
• Ability to engage, influence, coach, develop others, and lead cross-functional teams.