Client Services Supervisor

Client Services Supervisor

Remuneration Package

• Basic Salary              $3,501,526.00 - $4,709,163.00

The Students’ Loan Bureau (SLB) invites applications from suitably qualified persons for the following position:

Client Services Supervisor (Level 6)

The Client Services Supervisor is accountable for the effective and efficient engagement of and addressing queries and complaints from all callers into the Bureau in order that SLB achieves its Mission, Vision and Major Targets in a sustainable manner.

DUTIES AND RESPONSIBILITIES

  Planning

1. Contribute to the development of the Client Relationship Management Division's annual strategic planning process, resulting in the division's cascaded strategic plan and scorecard.
2. Update, in conjunction with each direct report, his/her Job Accountability, ensuring alignment to the Bureau's cascaded strategic plan and scorecard.
3. Update, in conjunction with direct supervisor, own Job Accountability, ensuring alignment to the Bureau's cascaded strategic plan and scorecard.
4. Develop, in conjunction with each direct report, his/her individual development plan arising from the performance review process.
5. Develop, in conjunction with direct supervisor, own individual development plan arising from the performance review process.
6. Develop customer service charter for the organization.

Team Development

7. Constantly review the competency and performance of all team members in the division. Provide continuous coaching and lead the implementation of each direct report’s individual development plan.

Execution

8. Manage the documentation of Frequently Asked Questions and responses to those questions to guide the Client Services Officer in their engagement with clients and other key stakeholders.
9. Manage the response to requests and complaints from clients, with timely and effective communication and with superior customer service to clients, ensuring that requests and queries are satisfactorily addressed and resolved to their satisfaction in a timely manner.
10. Manage the documentation of requests and complaints and prepare regular reports to provide data and information on trends to the Customer Relationship Management Services and other Divisions for action.
11. Manage the referral of requests and complaints to the relevant officers within SLB
12. Provide advice on Client Services as requested.
13. Lead the implementation of the organization’s customer service charter.

 Monitoring and Reporting

14. Contribute to the preparation of the Client Relationship Management monthly performance report in the scorecard format, then attend the monthly divisional strategy review meeting in discussing performance issues, ensuring there are diagnoses and corrective actions for any performance variances.

Qualifications and Experience

ü First Degree in Management, Business Administration or equivalent;

ü Certificate in Supervisory Management and Customer Relationship Management or equivalent.

ü Four (4) years in Customer Service with two (2) years’ experience in supervisory position.

Skills, Behaviours and Competencies Required

ü Knowledge of credit administration and delinquency management.

ü Knowledge of relevant sections of the Students’ Loan Fund Act.

ü Knowledge of the Bureau’s lending policy.

ü Knowledge of computerized accounting information systems.

ü Knowledge of the Bureau’s policies, regulations and practices.

Applications along with résumés should be forwarded no later than Friday, October 10, 2025 to:

Manager, Human Resource Management and Development

Students’ Loan Bureau

86 Hope Road

Kingston 6

We thank all applicants for their expressions of interest, however, only shortlisted candidates will be contacted.