The Operational Supervisor will lead the Payments team by ensuring effective process control, people development, performance management, and operational excellence. This role is responsible for maintaining strong documentation practices, driving team engagement, implementing operational and quality controls, and supporting continuous improvement through project execution and strategic initiatives.
Key Responsibilities:1. Process Control
Maintain robust process structures and comprehensive documentation (e.g., Taxonomy, DTPs).
Ensure all team members are fully trained and competent in their assigned processes, including completion of Knowledge Management tools.
Implement and monitor effective operational controls and compliance mechanisms.
Develop and maintain updated backup plans for all critical team activities.
2. People Leadership & Development
Foster a positive, inclusive work environment aligned with company values and Q12 engagement principles.
Execute timely and high-quality Workday interactions, including check-ins and performance reviews.
Conduct at least monthly 1:1s with all direct reports to provide feedback, coaching, and support.
Document and update individual development plans in Workday.
Promote and facilitate participation in training and development programs (e.g., Coaching, Yellow Belt, I2P CORE).
Actively support and engage in Pillars initiatives and ensure execution of related projects by both the supervisor and the team.
3. Management System
Utilize ActiveOps to manage capacity, monitor productivity and utilization, and ensure ABC (Activity-Based Costing) accuracy.
Ensure adherence to Change Control procedures and maintain all required training records.
Monitor and report on team KPIs, ensuring alignment with performance targets (e.g., Paid on Time, Payment Reconciliation, SLA compliance for OneFinance tickets, Quality issues, Escalations, Urgent Payments).
4. Quality System
Ensure all issues are logged accurately and promptly in the Quality Tracker.
Lead or support Root Cause Analysis (RCA) using A3 methodology or other formal tools for all quality events affecting the Payments team.
5. Operational Project Management
Act as a key contributor or lead for operational projects, based on initiative needs.
Ensure timely project execution and maintain clear communication with all stakeholders.
Support standardization, risk mitigation, and sustainability of project outcomes.
Provide guidance and oversight to direct reports involved in project activities.
Qualifications:Bachelor’s degree in Finance, Business Administration, or related field
Proven experience in team leadership, preferably within shared services or finance operations.
Strong understanding of operational controls, compliance frameworks, and quality systems.
Experience with ActiveOps, Workday, and Lean/Six Sigma methodologies is a plus.
Excellent interpersonal, coaching, and project management skills.
Travel Percentage: None