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.

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

• 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.