Team Leader managing KYC/AML processes at Vistra Global Services in Mauritius. Leading a team and ensuring compliance with policies and procedures in the onboarding process.
About the role
- Client Services Supervisor managing a team and metrics for healthcare client services. Focused on client support and operational excellence across North, Central, and South Texas.
Responsibilities
- Supervise, coach, train, and audit a team of CSAs to maintain a high-performing, client-focused culture.
- Oversee responses to client inquiries (phone, email, web) from physicians, labs, hospitals, sales teams, and patients.
- Support performance management through feedback, recognition, and corrective action.
- Analyze data and metrics using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to drive performance and process improvements.
- Collaborate with regional sales and account teams to ensure client satisfaction and efficient patient access.
- Manage case queues to support regional growth and rapid issue resolution.
- Develop and update Standard Operating Procedures and leadership documentation.
- Serve as an escalation point for client and internal issues; coordinate with the Clinical Lab to ensure accurate data entry and resolution.
- Represent Client Services in cross-functional initiatives and serve as a subject matter expert on process improvements.
- Adapt to evolving business needs, including flexible hours and occasional travel (up to 25 lbs lifting may be required).
Requirements
- Bachelor’s degree in Biological Sciences or related field preferred.
- 5+ years in client services within healthcare, diagnostics, or biotech; 3+ years of supervisory experience.
- Strong organizational, analytical, and problem-solving skills with proven leadership in coaching and mentoring teams.
- Proficiency in Microsoft Office; experience with Salesforce, LIMS, Tableau, JIRA, or Confluence is a plus.
- Excellent communication and interpersonal skills, capable of managing complex client interactions and escalations.
- Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
- Flexibility to work varied hours and travel for meetings, trainings, or client visits.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
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