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Customer Financial Services Supervisor
1-5 years
Dindigul, Tiruchirappalli, Chennai
1 vacancy
Customer Financial Services Supervisor
FedEx Express
posted 14hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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Ship to Collect (STC); GCI; Credit & Collections; Disputes; Cash Applications; Billing
What you will be doing:
We are seeking a Customer Financial Services Supervisor to manage and oversee our BPO vendor operations on-site. Acting as the critical bridge between FedEx and the vendor, you will provide coaching and guidance to the vendor s team, ensuring they deliver exceptional service aligned with our company standards. You ll also drive performance, resolve operational challenges, and foster a culture of collaboration and continuous improvement.
We are seeking a Customer Financial Services Supervisor to manage and oversee our BPO vendor operations on-site. Acting as the critical bridge between FedEx and the vendor, you will provide coaching and guidance to the vendor s team, ensuring they deliver exceptional service aligned with our company standards. You ll also drive performance, resolve operational challenges, and foster a culture of collaboration and continuous improvement.
Objectives to this role:
- Vendor Performance Management
- Ensure the BPO vendor consistently meets or exceeds performance metrics (e.g., quality, productivity, customer satisfaction, compliance) within the first 90 days.
- Regularly review and analyze performance reports to identify trends and opportunities for improvement.
- Team Development & Coaching
- Provide on-site coaching and guidance to the vendor s team, ensuring all team members meet established performance and quality standards.
- Deliver at least two structured training or feedback sessions per month to address skill gaps and foster continuous improvement.
- Stakeholder Collaboration
- Act as the primary liaison between the vendor and internal teams, ensuring alignment on goals and priorities within the first month.
- Facilitate bi-weekly meetings with internal stakeholders and vendor leadership to discuss performance, challenges, and strategic initiatives.
- Process Improvement
- Identify and implement at least two process improvements within the first six months to enhance operational efficiency or customer experience.
- Collaborate with the vendor to standardize workflows and ensure adherence to best practices.
- Customer Experience Optimization
- Drive initiatives to improve customer financial services satisfaction, ensuring at least a 10% improvement in key customer satisfaction metrics within the first six months.
- Work closely with the vendor team to address customer pain points and reduce escalations.
- Compliance and Reporting
- Ensure vendor adherence to [Company Name] policies, procedures, and regulatory requirements, with zero compliance breaches during the probationary period.
- Deliver detailed monthly performance reports and insights to senior leadership, highlighting successes and areas for improvement.
- Cultural and Relationship Building
- Foster a collaborative and positive culture between [Company Name] and the BPO vendor by establishing clear communication channels and trust within the first 30 days.
- Host at least one team-building or cross-functional activity per quarter to strengthen partnerships and alignment.
Responsibilities:
- Serve as the primary liaison between FedEx and the BPO vendor team, ensuring alignment on goals and objectives.
- Monitor and analyze vendor performance metrics (KPIs) to ensure quality, productivity, and compliance with contractual agreements.
- Provide on-site coaching, guidance, and development to the BPO vendor s team to enhance their skills and meet performance expectations.
- Proactively identify and resolve process gaps, escalating issues as needed to internal stakeholders or vendor leadership.
- Facilitate regular meetings between the vendor and FedEx to communicate expectations, review performance, and address concerns.
- Collaborate with internal teams to provide the vendor with the necessary resources, tools, and updates to perform effectively.
- Ensure consistent application of policies, procedures, and best practices by the vendor team.
- Drive initiatives to improve customer experience and financial outcomes while maintaining operational efficiency.
What do you bring with you:
- 3+ years of experience in a people leadership role and or BPO management equivalent role.
- Strong leadership and coaching skills, with a proven ability to mentor and develop teams.
- Exceptional communication and interpersonal skills to manage relationships with diverse stakeholders.
- Solid understanding of key performance metrics and operational reporting.
- Ability to handle conflict resolution and problem-solving in a fast-paced environment.
Accuracy & Attention to Detail;Microsoft Office & PC Skills;Numerical Skills;Leadership Skills;Written & Verbal Communication Skills
Employment Type: Full Time, Permanent
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4%
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What people at FedEx Express are saying
Rating based on 2 Service Supervisor
reviews
Anonymous · POD
in Bhiwandi
Likes
Company is good policy is good but job secure in very poor
Dislikes
FedEx company is need for new generation
Read 2 reviewsService Supervisor salary at FedEx Express
reported by
5
employees
with 4-11
years exp.
₹1.8
L/yr - ₹3.1
L/yr
12%
less
than the average Service Supervisor Salary in India
View more details
What FedEx Express employees are saying about work life
based on 1.2k employees
Flexible timing
Monday to Friday
No travel
Day Shift
FedEx Express Benefits
Job Training 
Health Insurance 
Soft Skill Training 
Education Assistance 
Free Transport 
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