About Exela Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela''s software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner. Job Description In English & French // En anglais et francais About the Role : As a French/English bilingual Supervisor of Print and Mail Services, you will oversee and coordinate the day-to-day operations, responsible for delivering services to our clients. You will play a key role in ensuring the smooth functioning of operations, team management, and maintaining high-quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving. Essential Job Responsibilities: Manage workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines. Monitor performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps. Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness. Attend national team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development. Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction. Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences. Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development. Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information. Perform daily oversight of print and shipping and receiving and mailroom activities as prime function of role. Qualifications: 1 or more years of experience in a similar role, preferably in a client services or operations environment, with demonstrated ability to work alone and with diverse teams. Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients. Some analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions. Excellent communication skills in English and French, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members. Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs. Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and experience with online shipping services. Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance. Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence. Previous print experience in a professional environment is required. The successful candidate will need to be able to pass a security background check. The role is 40 hours per week 7:00 a.m. to 3:30 p.m. Monday through Friday inclusive with flexibility for schedule change as needed. The role requires the ability to lift items of up to 40 lbs. - propos du poste : En tant que superviseur bilingue (franais/anglais) des services d''impression et de courrier, vous superviserez et coordonnerez les oprations quotidiennes, responsable de la prestation de services nos clients. Vous jouerez un rle cl pour assurer le bon fonctionnement des oprations, la gestion de lquipe et le maintien dune prestation de services de haute qualit. Ce poste requiert de solides comptences en leadership, d''excellentes capacits de communication et une approche proactive de la rsolution de problmes. Responsabilits essentielles du poste : Grez les flux de travail et hirarchisez les tches pour assurer l''achvement rapide des missions et le respect des accords de niveau de service (SLA) et des dlais. Surveillez les indicateurs de rendement, notamment la productivit, la qualit et la satisfaction de la clientle, et prenez les mesures correctives ncessaires pour rsoudre les problmes ou les carts de performance. Collaborer avec dautres services ou quipes pour coordonner des initiatives inter-fonctionnelles, rsoudre les problmes lis au service et mettre en uvre des amliorations de processus pour amliorer lefficience et lefficience. Participez aux runions de l''quipe nationale pour fournir des commentaires, fixer des objectifs et favoriser une culture d''amlioration continue et de dveloppement professionnel. laborer et maintenir des procdures oprationnelles normalises (SOP), du matriel de formation et des aides l''emploi pour assurer la cohrence et l''exactitude de la prestation de services Servir de point d''escalade pour les demandes complexes des clients ou les demandes de service, en grant les problmes rapidement et efficacement pour assurer la rsolution et la satisfaction du client. Analyser les tendances en matire de prestation de services, identifier les causes profondes des problmes ou dfis rcurrents et recommander des solutions proactives ou des amliorations de processus pour rsoudre les problmes sous-jacents et prvenir de futures occurrences. Tenez-vous au courant des meilleures pratiques de lindustrie, des tendances mergentes et des exigences rglementaires lies aux services de base, et partagez des informations ou des connaissances pertinentes avec lquipe pour promouvoir lapprentissage et le dveloppement continus. Favoriser un environnement de travail positif et collaboratif, favorisant le travail d''quipe, la communication ouverte et un tat d''esprit centr sur le client Assurer le respect des politiques, des procdures et des exigences rglementaires de lentreprise, et respecter les normes thiques et la confidentialit dans le traitement des renseignements personnels des clients. Assurer la supervision quotidienne des activits d''impression, d''expdition, de rception et de salle de courrier en tant que fonction principale du poste. Qualifications : 1 ou plusieurs annes d''exprience dans un rle similaire, de prfrence dans un environnement de service la clientle ou d''exploitation, avec une capacit dmontre travailler seul et avec des quipes diverses. Exprience dmontre dans la gestion dquipes pour atteindre des objectifs de rendement et fournir des services de haute qualit aux clients. Certaines comptences d''analyse et de rsolution de problmes, avec la capacit d''valuer des situations complexes, d''identifier les problmes sous-jacents et d''laborer des solutions efficaces. Excellentes comptences en communication en anglais et en franais, tant l''oral qu'' l''crit, avec la capacit d''exprimer clairement des ides, d''influencer les autres et d''tablir des relations avec les clients et les membres de l''quipe. Capacit de spanouir dans un environnement dynamique et en volution rapide, de hirarchiser les demandes concurrentes et de sadapter aux priorits changeantes ou aux besoins de lentreprise. Matrise de la suite Microsoft Office (Word, Excel, PowerPoint) et exprience des services d''expdition en ligne. Connaissance des rglementations, des normes et des meilleures pratiques de lindustrie lies aux services de base, avec un engagement envers la conformit et lassurance qualit. Solides qualits de leadership, notamment lintgrit, la responsabilit, la rsilience et la capacit de motiver et dinspirer les membres de lquipe pour atteindre lexcellence. Une exprience pralable d''impression dans un environnement professionnel est requise. Le candidat retenu devra tre en mesure de passer une vrification des antcdents de scurit. Le poste est de 40 heures par semaine, de 7 h 15 h 30. Du lundi au vendredi inclus avec flexibilit pour changer d''horaire selon les besoins. Le rle requiert la capacit de soulever des objets pesant jusqu'' 40 lb.
Job Title
Operations Supervisor