Supervisor - Service Delivery

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
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:

• Supervises a team of project specialists in partnership with project managers that work with our clients while exceeding customer expectations.
• Delegates projects and while exercising strong communication between clients and internal departments.
• Maintains 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 representatives and directs projects into well-defined paths of successful completion.
• Manages staffing and allocates resources, bringing help from other teams as needed to ensure all staffing needs are being met.

• Provides support by providing performance feedback for direct reports, assists in problem solving, and promotes career growth to foster a team environment.
• Leads continuous improvement efforts by analyzing trends and implementing solutions to accommodate business processes and ongoing changes.
• Identifies and provides training and development for team members to help them successfully perform their essential job functions.
• Helps identify equipment and product needs by working with facility, and sales to justify business needs and product needs to achieve customer satisfaction goals
• Addresses issues that are escalated by providing solutions for grievances, and disciplinary activity to increase morale.
• Establishes relationships with clients and sales to grow the business.
• Assist in proposal reviews for both new and existing business, making sure requirements 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 status, actual or perceived sexual orientation, genetic information or any other protected status.
If you are a qualified individual w ith 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 accommodation by sending an email to [email protected] .
At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from [email protected] . If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via [email protected] (this email is for general TA questions and is not used for updates on your application status). #BI-Remote