Supervisor - Service Delivery at DFIN

| Chicago
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Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Summary:

Responsible for the day-to-day direction and coordination of activities of staff required to provide service, support and repair of company products to customers. May coordinate staff involved in a combination of activities such as order processing, consumer relations, sales support, reviewing warranty claims and problems, processing customer returns and exchanges and expediting service and repairs. Responds to customer inquiries regarding status of orders, service and repairs; investigates and resolves critical production, shipping and scheduling problems; provides special pricing for non-standard items; and interfaces with key customers to resolve problems and discrepancies. Provides liaison with key customers. Coordinates information with staff such as changes in product availability, delivery schedules and the like.

Responsibilities:

 

The Service Delivery Supervisor provides the leaderhsip and business direction to maintain and grow the faciliteis business within the assigned strategic business focus.

  • Supervises a team of project specialists in partnership with project managers that work in concert with our clients Legal & Compliance, Reporting, Controllers, Attorneys, and Accountants to create and disseminate company's documents through print, electronic distribution, and Edgar filings with the Securities and Exchange Commission (SEC), while exceeding client expectations in areas of accuracy and timeliness
  • Key areas of responsibility include delegating projects, balancing workload, training, coaching, and scheduling. Work under stringent timelines, exercising strong communication and multitasking skills between clients and multiple internal departments
  • Maintains a deep knowledge of the life cycle of financial events of mutual funds, VA and VUL companies
  • Support management in meeting or exceeding company, regional, and site goals
  • Facilitates, manages, and evaluates advancement of service reporesentatives. Directs projects into well-defined paths of successful completion
  • Manages staffing and allocates resources for department by keeping proper documentation on employee data, analyzing business needs and trends, providing management with requisitons for open positions, interviewing candidates, supplying feedback, conducting job advancements, tracing hours and tasks, bringing help from other teams as needed, and offering assistance to other team members as available to ensure all staffing needs are being met
  • Provides managment support to direct reports and team members by providing and monitoring performance feedback for direct reports, providing guidance in preparing objectives to achieve strategic growth for division, assisting in problme resolutions, promoting morale, and prmoting empowerment and career growth to creae and foster a team environment
  • Leads team and high-level contnuous improvement/quality efforts by analyzing and addressing trends and implmenting solutions, and becoming process owner of SOP's as requierd to accommodate business processes and ongoing changes
  • Monitors, analyzes, and provides education on financial performance by monitoring team costs, overtime and hours to ensure proper cost controls
  • Identifies and provides training and development for team members through edintifying the needs, developing and/or finding training materials, presenting or lining up actual training, and developing employees to help them successfully perform their essential job functions
  • Helps identify need for specific equipment and product by working with facility, and sales to identify and justify business needs and product needs to achieve quality, on-time delivery, and customer satisfaction goals
  • Handles team problem resoultions and addresses issues that are escalated by generating effective solutions for grievances, complaints, and disciplinary activity to increase morale and job satisfaction, and reduce turnover and absenteeism
  • Assist in establishing relationships with clients and sales to help grow the business. Provides cross training for internal associates, sales and others as required to help enhance career opportunites
  • Scope and provide responses to new business development opportunities and RFP's, providing guidance and feedback to sales and dvisional development teams. Assist in proposal reviews for both new and existing business, making sure requirments are in line with Service Center abilities

Qualifications:
  • In depth knowledge of Mutual Fund and Insurance Services, including regulatory compliance and transactional filings required, including Sarbanes Oxley, XBRL, GAAP, and shareholder report regulation SX
  • A Bachelor’s Degree or equivalent experience in a client-focused, project or product management environment. Knowledge of printing or mailing is a plus.
  • Ability to lead multi-functional groups, motivate, train and evaluate staff, and manage customer reporting on progress, costs, etc.
  • Must have a complete understanding of process design and analysis and organizational planning
  • Must be self-motivated and driven individual who is willing to take the initiative. Must be a leader and believe in strong commitment to values
  • Willing to make difficult decisions. Approachable, flexible, and integrity beyond reproach
  • Good interpersonal skills are needed to resolve any performance problems or conflicts between team members. The Service Delivery Supervisor also communicates with sales and clients to discuss project feature benefits, risks, and alternatives. Attention to detail and good documentation skills is also important in this position.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable aaccommodation by sending an email to [email protected]

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • jQueryLibraries
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    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the heart of downtown Chicago’s financial district, we are steps from all Metra stations, good eats and entertainment.

An Insider's view of DFIN

What projects are you most excited about?

In transforming and improving FinTech products, excitement comes from the challenge of knowing that the problems are complex, yet the solutions must be easy to use. When we start a new project, I can't wait to sink my teeth into understanding the problem space, talking to users, designing the solution, and seeing it through to release.

Dan

Principal Product Designer

What makes someone successful on your team?

Active and honest listening – Contrary to the stereotypical, extroverted sales rep, some of my most effective and insightful client interactions are when I do the least amount of talking, and the most active listening. Client insight is exponentially easier to excavate when you stop “pitching” – and start listening.

Carey

Senior Sales Representative

What is your vision for the company?

Our business plan reflects the change in products DFIN is selling today versus what we sell in five years. DFIN today is a company that offers a lot of professional services that we added software to, but the goal is to become a SaaS company that has services to support it.

Stephen

SVP, Global Head of Engineering

What are DFIN Perks + Benefits

DFIN Benefits Overview

The world continues to change in ways we never expected, but there is one constant: your safety and well-being is a top priority, and DFIN has you covered with our benefits.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
We value a work / life balance at DFIN.
Remote Work Program
We have partial and fully remote opportunities at DFIN.
Family Medical Leave
Family Medical Leave granted under the Family and Medical Leave Act (FMLA).
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Employee parking available
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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