Dealer Support Supervisor

The Dealer Support Supervisor is accountable for the efficient delivery of high quality and responsive electronic and telephone-based services to Internal and External Clients in relation to pre- transaction activity, in accordance with SLA’s and KPI’s, which drive Customer satisfaction and retention. This role is accountable for leading, developing and motivating a team to deliver consistent high performance and seamless Client Experience.

This role is primary responsible for the performance and development of our people; creating an environment which encourages continuous improvement and empowering team members to identify and implement process changes and efficiencies. Working hours from Monday to Friday, 9 am – 6 pm.

You will be responsible for: 

• Maintain oversight of teams to ensure effective planning and review of service priorities is completed on a frequent basis encouraging active participation and recognition to build employee engagement
• Recruit and develop appropriately skilled individuals.
• Review and maintain capacity planning in line with changing strategic objectives.
• Lead by example in promoting Client centricity, ensuring this ethos is embedded across the team and delivery processes to support a seamless Client Experience.
• Manage the efficient delivery of services, ensuring that resource levels are matched to business and Client requirements and are within budget, to support operational resilience, driving efficient and fair outputs across the team.
• Manage service delivery to ensure performance targets are met, KPI’s delivered and adherence to SLA standards, ensuring quality assurance checks are undertaken for individuals across electronic/telephony/SFDC channels.
• Demonstrate strong leadership in driving efficiencies and managing change programs to ensure business objectives are met.
• Support the review and development of process and service delivery, identifying potential improvements and efficiencies which continually enhance the Client experience.
• Maintain oversight to ensure timely reviews and updates of Standard Work Procedures are completed and brought to global oversight.
• Communicate effectively with team, global peers, and internal stakeholders, sharing information and best practices which supports high quality services to clients.

You should apply if you have:

• High School Diploma / Degree or equivalent level of qualification
• Experience in managing people
• Experience of leading developing and motivating Client facing teams undertaking high volume transactional services
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Experience of managing high quality, responsive services within a service focused environment,
• Experience of identifying, implementing, and driving improvements in systems, processes, and practices to improve efficiency and enhance the Client/Customer experience.
• Good knowledge of MS applications.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including: 

• Market competitive monthly gross salary starts at 3,170 EUR
• Opportunity to earn an annual bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work (6-10 days per month in the office)
• Generous insurance (health, disability, life)
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Work from abroad 60 days per year
• Paid volunteering opportunities (5 days per year)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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