US Affinity Supervisor

Company:

Description:

The US Affinity Supervisor is responsible for leading a team that supports high-volume administrative and operational processes related to insurance policy servicing, certificate tracking, payment follow-up, and account maintenance. This role ensures the timely and accurate completion of back-office processing activities, monitors work quality and productivity, supports queue management, and drives consistent documentation and service standards across multiple account types. The Supervisor also provides guidance, coaching, and oversight to ensure operational efficiency and strong internal collaboration.

Key Responsibilities

• Supervise and support the daily workflow of administrative and operational processing tasks across multiple queues
• Review, prioritize, and coordinate assignment of work to ensure timely completion and balanced workload distribution
• Oversee processing of account changes, including address updates, authorized officer changes, and name updates
• Monitor certificate tracking activities, including new and renewal certificates, to ensure accurate and timely completion
• Lead follow-up efforts related to missed payments, including first, second, and third notices, ensuring proper escalation when needed
• Oversee policy transaction processing, including cancellations, audits, vehicle changes, deductible changes, and scheduled auto tasks
• Support and monitor renewal-related processing for lines such as workers’ compensation, EPLI, and NTL
• Ensure team members maintain accurate notes, tracker updates, and account documentation for internal reporting and audit purposes
• Review work for accuracy, completeness, and adherence to service expectations and quality standards
• Identify process gaps, escalate issues as appropriate, and recommend improvements to increase efficiency and consistency
• Coach and support team members to help strengthen performance, productivity, and operational knowledge
• Partner with internal stakeholders to resolve issues and maintain service continuity across account types
• Track team output, work completion, and turnaround times to help meet operational goals
• Perform additional duties as assigned to support the business and fill workflow gaps as needed

What you need to have:

• Preferred Education: Bachelor’s Degree

• Minimum Experience: 5+ years, (3+ in insurance, financial, or professional services)

• Language Requirements: Must be fluent in English (spoken and written), only CV's in English will be considered.

• Very good knowledge of MS Word, Excel, PowerPoint, and Outlook

What makes you stand out?

• Experience in managing people and teams

• Strong communication skills working with leaders across all levels, effective verbal and written communication is key Explains practices, procedures and policies to reach agreement with others outside of the job area.

• Good organizational and time management skills to multi-task and work effectively under pressure to meet deadlines

• Managerial aptitude including strong desire to coach, mentor and develop the team you are supervising

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.