Operations Manager

How will you drive value within the organization as an Operations Manager?

Oversee an assigned segment of Operations activities to monitor performance, ensure high-quality service, operational efficiency, and positive customer experiences

Analyze reports, call outputs, and performance metrics to identify compliance risk, strategy improvements, and assess effectiveness

Lead and support team members through regular coaching and training to ensure professionalism, compliance, and alignment with quality assurance requirements

Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements

Directly supervise employees, including:

Exercise management authority concerning staffing, performance evaluations, and terminations

Review and approve employee time sheets and requests for time off

Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis

Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations

Handle escalated customer calls and ensure appropriate escalation pathways exist, while resolving issues professionally and within compliance

Assist with the development, testing, and implementation of new operational tools, features, and process improvements that support business objectives

Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards

Ensure cross-functional partners understand system capabilities, processes, and enhancements io improve functionality

Support the development and maintenance of operating procedures, including regulatory compliance, and ensure changes are communicated and implemented effectively

Maintain accurate documentation, records, and reporting related to operational activities, workflows, vendor interactions, training, and quality assurance

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management

Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers

Perform additional assignments as required by the needs of the company or as directed by management

What should you already know to be successful as an Operations Manager?

Minimum of Bachelor’s degree required

Minimum of three (3) years’ experience in a supervisory or leadership position in Operations or a related field preferred

Experience with consumer lending/auto financing preferred

Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness

Strong verbal and written communication skills

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as necessary

Team player that can adapt in a fast pace and changing environment

Commitment to exemplifying the organizational core values and key competencies

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

Employment Requirements:

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity

Remain in a stationary position up to 100% of the workday

Constantly operate a computer and other standard office equipment

Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects

Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

The position may require 25% travel (domestic and international)