The Project Supervisor (Operations BU) leads a team of client-facing employees to ensure consistent delivery of high-quality service, strong client relationships, and achievement of operational KPIs. This role acts as the primary in-country support and representative for both employees and clients, ensuring alignment, responsiveness, and a seamless overall experience.

It requires a hands-on leader with solid experience in BPO or service delivery environments, capable of driving team performance, resolving conflicts, and using data to support decision-making, continuous improvement, and business scalability.

This role requires strong team leadership experience alongside subject matter expertise in Accounting and Finance. While the primary focus will be on Accounting and Finance, the individual will also be responsible for overseeing additional roles as needed. 

● Own and lead the performance, engagement, and outcomes of a team of client-facing employees
● Drive accountability through regular one-on-one meetings, clear goal setting, and performance tracking
● Ensure consistent achievement of KPIs, SLAs, and quality standards across the team
● Act as the primary escalation owner for client and operational issues, ensuring timely resolution and root cause analysis
● Build and strengthen client relationships by ensuring alignment, transparency, and delivery excellence
● Take full ownership of team performance, including coaching, development, and implementation of PIPs when necessary
● Proactively identify, address, and resolve team and client conflicts with sound judgment and professionalism
● Lead and implement process improvements to enhance efficiency, quality, and scalability
● Ensure strict adherence to client requirements, company policies, and operational standards
● Drive team engagement, retention, and development through consistent leadership and support
● Analyze team performance metrics to identify risks, trends, and optimization opportunities
● Leverage data to inform decisions, improve outcomes, and contribute to the scalable growth of the Operations BU

● Ability to provide subject matter expertise within the assigned niche, ensuring the team is properly guided, trained, and supported in technical/functional discussions, especially in client interactions.

Key Skills

● Strong leadership presence with proven ability to drive team accountability and results
● Excellent conflict resolution and critical decision-making skills
● Strong client management and stakeholder communication capabilities
● Proven ability to manage performance, coach effectively, and develop talent
● Process-driven with a continuous improvement and problem-solving mindset
● Data-driven with the ability to translate performance data into actionable insights
● Strong analytical and organizational skills with attention to detail
● Highly driven, proactive, and results-oriented
● High level of integrity, ownership, and accountability (aligned with CoDev’s Trustworthy core value)
● Strong business acumen with the ability to understand and manage utilization, efficiency, and key operational performance drivers

● Strong subject matter expertise in at least one Operations BU niche, preferably Accounting & Finance.

● Ability to act as a technical/functional advisor to the team and clients, ensuring confidence in delivery and discussions.

● Strong capability to represent the organization in client-facing discussions with credibility in Accounting & Finance workflows and processes.

● Bachelor’s degree in Computer Science, Business, or related field
● 5+ years of supervisory or leadership experience in BPO, call center, or operations environments
● Proven experience managing and leading teams of 30+ employees
● Strong track record in handling escalations, conflict resolution, and performance management
● Experience working with operational metrics (utilization, performance); exposure to business metrics is a plus
● Experience using reporting tools (Excel, dashboards) to drive decisions

● Proven experience or strong expertise in Accounting & Finance operations (preferred among BU niches: Customer/Product Support, Accounting & Finance, IT Helpdesk).

● Must have experience as both a Subject Matter Expert (SME) and Team Lead, ideally within Accounting & Finance operations.

● Ability to support, guide, and advise teams on Accounting & Finance-related processes and client requirements.

● Technical or IT background is a plus but not required
● Excellent English communication skills (written and verbal)