Supervisor (Operations)

• 12:00 AM – 9:00 AM
• 4:30 AM – 1:30 PM

The Supervisor is responsible for leading an operational team to ensure the efficient delivery of high-quality services aligned with business objectives, KPIs, and Service Level Agreements (SLAs). This role focuses on driving team performance, ensuring operational excellence, and delivering a seamless client experience.i The Supervisor manages day-to-day activities, develops team capability, resolves escalations, and collaborates with stakeholders while fostering a culture of continuous improvement.

• Lead and manage day-to-day team operations to ensure productivity, accuracy, and efficiency.
• Monitor workloads, prioritize tasks, and allocate resources effectively to meet business demands.
• Ensure achievement of KPIs, SLAs, and operational performance targets.
• Track, analyze, and report team performance metrics to management.
• Act as an escalation point for complex, sensitive, or time-critical issues and ensure timely resolution.

• Lead, coach, and develop a team to deliver consistent high performance.
• Set clear goals aligned with business objectives and conduct regular performance reviews and feedback sessions.
• Promote employee engagement, motivation, and a positive team environment.
• Identify development needs, create training plans, and support career progression and cross-training.
• Manage attendance, performance, and employee relations in line with company policies.

• Ensure adherence to Quality Assurance standards.
• Perform quality checks, identify gaps, and implement corrective actions.
• Initiate and lead process improvement and efficiency initiatives.
• Maintain and update procedures to reflect current processes and requirements.
• Review processes and suggest the removal of repetitive or non-value-added requirements.
• Demonstrate an understanding of internal functional processes and high-level end-to-end (E2E) workflows.

• Collaborate with internal teams and external stakeholders to ensure alignment and service effectiveness.
• Provide regular updates, reporting, and insights to senior management.
• Participate in cross-functional initiatives, projects, and strategic improvements.
• Communicate effectively on performance, risks, and improvement opportunities.

• Support and lead change management initiatives within the team.
• Identify, manage, and escalate operational risks as appropriate.
• Ensure compliance with company policies, procedures, and regulatory requirements.

• Bachelor’s degree in Business, Finance, or a related field preferred.
• Minimum 2+ years of experience in operations or shared services.
• Previous experience in a leadership role.
• Proven ability to manage teams and meet performance targets.
• Knowledge of currency requirements, payment formatting, and banking payment networks such as SWIFT and local clearing systems is considered a strong advantage.
• Bank account and customer account balance reconciliation experience is preferred.
• Knowledge of compliance operations or related fields, with experience in payments, screening, sanctions, or AML, is preferred.
• Experience in process improvement is an advantage.
• Fluent spoken and written English.

• Proficiency in MS Office, including Excel, Word, and Outlook.
• Familiarity with operational systems and reporting tools.

• Achievement of KPIs, SLAs, and quality standards.
• High team engagement and retention.
• Process improvements and efficiency gains.
• Strong stakeholder satisfaction
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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, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. 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.