Scope of the Role
The Business Solutions Shared Services Supervisor serves as a working leader within the Business Solutions Shared Services Onboarding team, balancing direct operational responsibilities with team leadership and development. This role is responsible for overseeing the day-to-day execution of onboarding activities for a designated team, ensuring accuracy, timeliness, and adherence to established processes and quality standards.
Reporting to the BSS Shared Services Manager, the Supervisor translates departmental goals into actionable team priorities, while maintaining accountability for team performance, service levels, and overall client experience. The Supervisor provides hands-on support in enrollment and onboarding functions, while also delivering real-time guidance, coaching, and oversight to ensure consistent execution across the team.
This role exercises independent judgment in resolving escalated issues, prioritizing workloads, and addressing operational challenges, balancing efficiency with risk and client impact. The Supervisor serves as the first point of escalation for complex onboarding and file-related issues, driving resolution while reinforcing accountability and development within the team.
In addition, the Supervisor partners cross-functionally with internal stakeholders to support seamless onboarding transitions and contributes to process improvements by identifying trends, gaps, and opportunities based on frontline insights. The role also supports change management efforts, ensuring new processes, system updates, and policy changes are effectively implemented and adopted.
Overall, the BSS Shared Services Supervisor is accountable for maintaining high standards of performance, fostering a collaborative and results-driven team environment, and ensuring a consistent, high-quality onboarding experience for clients and stakeholders.
Performance Outcomes
Team Leadership & Development — 50%
People Leadership & Escalation Support
Serve as the first point of escalation for team members navigating complex file issues, account problems, or client situations
Providereal-time guidance and support to specialists, helping resolve challenges without requiring manager involvement
Review work output and interactions toidentifycoaching opportunities and ensure procedures are consistently followed
Delivertimely, specific, and actionable feedback to support individual development and progression
Set clear expectations around performance, quality, attendance, and conduct in partnership with the Shared Services Manager
Support specialist growth and readiness for progression from Specialist I to Specialist II
Monitor workload distribution andassistwith prioritization to ensure deadlines are met across the team
Surface performance trends and concerns to the Shared Services Manager with documented observations
Reporting & Operations
Provide regular status updates to the Shared Services Manager on team performance, workload, and quality trends
Recommend process or system improvements based on frontline observations
Assistwith real-time resource management and coverage as needed
Support cross-functional projects and special initiatives as assigned
Enrollment & Onboarding Operations — 50%
Electronic File Management
Pull, convert, load, and clear electronic enrollment files accurately and within established timelines
Identify, troubleshoot, and correct file errors and account-specific problems
Ensure file processing is completedin accordance withquality and compliance standards
Client Onboarding
Manage the onboarding of new employee benefit group accounts through the electronic enrollment process
Ensureaccuratesystem and contractual setup for all assigned group accounts
Develop andmaintainonboarding schedules and timelines,facilitatingmeetings with clients and internal stakeholders as needed
Review enrollment, payment history, and billing invoices to provide support to groups, associates, and group members
Monitor client accounts at various onboarding stages to ensure progression stays on track
Handle inquiries received by phone, email, fax, or mail with a high degree of professionalism and urgency
Ensure a smooth andtimelytransition of completed onboardings to theappropriate AccountManagement team
Maintaintimelycommunication and outstanding customer service throughout the onboarding lifecycle
Handle sensitive group accounts with discretion andappropriate prioritization
Education, Knowledge, and Experience
High Schooldiploma or GEDrequired; some college preferred
2+ years of enrollment, onboarding, or related Business Solutions experience preferred; LegalShield experience strongly preferred
Prior supervisory or lead experience preferred
Proficient in Microsoft Office (Word, Excel, PowerPoint, SharePoint)
Strong written and verbal communication skills with ability to interact with clients, internal stakeholders, and leadership
Demonstrated ability to manage multiple deadlines with strong attention to detail and organizational skills
Experience handling sensitive account information witha high levelof confidentiality and professionalism
Strong problem-solving skills with the ability toidentifyand resolve file and account issues independently
Ability to coach, develop, and hold teammates accountable in a fast-paced, deadline-driven environment
Self-motivated, adaptable, and able to work independently or as part of a team
Modelspunctuality, reliability, and accountability for the team
FLSA Status
Non-exempt
Physical Requirements/ Work Environment
The workenvironmentcharacteristics and physical demands described here are representative ofthese anemployee encounters while performing the essential functions of this job. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.
Prolonged periods of sitting at a desk and working on a computer
Frequent use of hands and fingers tooperatea computer keyboard, mouse, and telephone
Occasional standing, walking, bending, or reaching within the office environment
Ability to lift and/or move up to 10–15 pounds (e.g., files, office supplies, equipment)
Ada
9340 Business Solutions Sales Operations
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com
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