At a Glance
- Tasks: Lead a team in delivering top-notch customer service and optimise processes for better client experiences.
- Company: Join a global financial group dedicated to connecting people with their assets responsibly.
- Benefits: Enjoy competitive pay, pension schemes, health insurance, and flexible working options.
- Other info: Great career growth opportunities and a supportive work environment await you.
- Why this job: Make a real impact by leading a dynamic team in a vibrant city centre office.
- Qualifications: Previous supervisory experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 € per year.
A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
The Operations Supervisor, Contact Centre, will be based on a full-time basis from our stunning city centre office in Leeds, with the possibility of some hybrid working upon successful completion of your probationary period. You will lead a team of Customer Service Representatives ensuring high quality service is always provided to our clients and customers. You will need to demonstrate excellent customer service skills and a positive, flexible attitude. The successful candidate must have previous, demonstrable supervisory experience to be successful in this role, hopefully that’s within a Contact Centre environment, but other supervisory experience is suitable too. You’ll need to be a leader, with team coaching experience.
You’ll get the chance to follow your chosen career path anywhere in MUFG. Benefits include:
- Pension Discounts on retail and socialising
- Travel and technology
- Cycle2work scheme
- A host of gym and fitness subscriptions
- Car Salary Sacrifice scheme
- Appreciate programme: Employee recognition programme
- Company Pension Scheme
- Life Assurance
- Medical Insurance
- Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave
What you need:
- Demonstrable experience as a Supervisor is non-negotiable – hopefully within a Contact Centre environment, but it’s ok if it isn’t
- Coaching and leading experience where you have developed and supported your team
- Exceptional verbal and written communication skills, with an ability to build and maintain relationships with a variety of colleagues, clients and customers at all levels
- To consistently demonstrate integrity, professionalism and respect with colleagues, clients and customers
- Excellent attention to detail ensuring accuracy and a ‘right first time’ approach for you and your team
- Outstanding time management skills, showcasing flexibility and the ability to manage various processes independently
- Professionalism demonstrated through an in-depth understanding of excellent customer service
- Strong problem-solving abilities with the capability to resolve complex issues whilst serving as a point of escalation for others within the wider team
- A willingness to take on additional responsibilities whilst promoting a strong team ethic
- To take ownership within your current role, showing commitment to the business
- Dedication to proactive self‑improvement and the ability to provide evidence of this commitment
Nice to have:
- Contact Centre supervisory experience within a financial services environment
Day to Day, you will:
- Supervise a team within the Contact Centre, leading, developing, growing and supporting them to enable a best‑in‑class service to be provided to clients, customers and colleagues
- Simplify, deliver and grow through process optimisation and customer focus using innovation and technology
- Develop and maintain expert knowledge of our products and procedures, ensuring this knowledge is always current
- Identify opportunities for process improvements that enhance the customer and client experience, collaborating with peers to implement these changes
- Ensure compliance with agreed procedures and Service Level Agreements (SLA’s), to meet the high standards recognised at industry level
- Assist the Operations Assistant Manager in planning, monitoring and coordinating workloads to ensure the team has the appropriate resources and skills to maintain performance standards
- Conduct annual employee reviews and monthly 1‑to‑1 meetings, supporting the setting of objective goals
- Implement development and training plans to maximise staff potential, addressing any concerns regarding team and individuals’ performance
- Communicate key information and business initiatives through huddles and team meetings
- Ensure key controls are executed within their due month and follow through on any highlighted or addressed issues to resolution
- Maintain full compliance with internal and external procedures, as well as FCA regulations and in accordance with the CASS rules framework
The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs.
Operations Supervisor, Contact Centre employer: MUFG Pension & Market Services
MUFG is an exceptional employer that prioritises employee growth and well-being, offering a vibrant work culture in the heart of Leeds. With comprehensive benefits including pension schemes, health insurance, and a commitment to professional development, employees are empowered to thrive both personally and professionally. The opportunity for hybrid working and a supportive team environment further enhances the appeal of this role, making it a rewarding place to build a career.
Contact Detail:
MUFG Pension & Market Services Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Supervisor, Contact Centre
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for an Operations Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence and refine your answers.
✨Tip Number 3
Showcase your supervisory experience! When you get the chance to chat with potential employers, highlight specific examples of how you've led teams and improved processes. This will set you apart from the competition.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Operations Supervisor, Contact Centre
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operations Supervisor role. Highlight your supervisory experience and any relevant skills that match the job description. We want to see how you can lead a team and provide exceptional customer service!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of your coaching experience and how you've improved team performance in the past.
Showcase Your Communication Skills:Since this role requires excellent verbal and written communication, make sure your application reflects that. Keep your language clear and professional, and don’t forget to proofread for any errors before hitting send!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at MUFG Pension & Market Services
✨Know Your Stuff
Make sure you have a solid understanding of the company and its services. Familiarise yourself with MUFG's operations, especially in the context of customer service and contact centres. This will show your genuine interest and help you answer questions more confidently.
✨Showcase Your Leadership Skills
Prepare examples from your past supervisory roles where you've successfully led a team. Highlight your coaching experience and how you've developed your team members. Be ready to discuss specific challenges you faced and how you overcame them.
✨Master Communication
Since this role requires exceptional verbal and written communication skills, practice articulating your thoughts clearly. Think about how you can build relationships with clients and colleagues, and be prepared to share examples of how you've done this in the past.
✨Problem-Solving Mindset
Be ready to discuss complex issues you've resolved in previous roles. Think of scenarios where you had to escalate problems or implement process improvements. This will demonstrate your ability to think critically and act decisively under pressure.
