Business Solutions Shared Services Supervisor

Job Summary:

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.

Responsibilities:

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 Provide real-time guidance and support to specialists, helping resolve challenges without requiring manager involvement Review work output and interactions to identify coaching opportunities and ensure procedures are consistently followed Deliver timely, 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 and assist with 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 Assist with 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 completed in accordance with quality and compliance standards Client Onboarding Manage the onboarding of new employee benefit group accounts through the electronic enrollment process Ensure accurate system and contractual setup for all assigned group accounts Develop and maintain onboarding schedules and timelines, facilitating meetings 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 and timely transition of completed onboardings to the appropriate Account Management team Maintain timely communication and outstanding customer service throughout the onboarding lifecycle Handle sensitive group accounts with discretion and appropriate prioritization Education, Knowledge, and Experience High School diploma or GED required; 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 with a high level of confidentiality and professionalism Strong problem-solving skills with the ability to identify and 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 Models punctuality, reliability, and accountability for the team FLSA Status Non-exempt Physical Requirements/ Work Environment The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may 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 to operate a 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)

Additional Information:

Location:

Ada Department:

9340

Business Solutions Sales Operations Time Type:

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. PPLSI is an Equal Opportunity Employer. PPLSI does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. A trailblazer in the democratization of affordable access to legal and identity protection, PPLSI is the world's largest platform for legal, identity, and reputation management services covering more than 4.4 million people. IDShield, LegalShield's identity theft solution for individuals and families, has more than one million members. LegalShield and IDShield serve more than 140,000 businesses. In addition, over 34,000 companies offer LegalShield and IDShield plans to their employees as voluntary benefits.