Operations Supervisor

Supervisor, Operations

Our ideal candidate is someone who is excited to become a part of an awesome, fast-growing team and must display these three top (required) skills:

1. Organized, detail oriented

2. Multitasker, as you will manage many functions

3. Clear, concise communicator, with previous leadership experience as you will manage a seasoned team

General Position Summary:

The Supervisor, Operations reports to the Manager, Operations and is responsible for developing and delivering solutions for all aspects of operations. Ensures compliant and efficient performance of operations.

Perks:

Medical, FSA & HSA, Dental, Vision + More!

401k - 100% vested once you start contributing. Generous company match!

Regular employee health, wellness & engagement activities!

Pet Insurance, because fur babies are important to us too!

About Vervent:

As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance, and maximize service.

Primary Responsibilities:

The Supervisor, Operations is expected to oversee, monitor workflow and operational efficiencies. Specifically, this position will:

• Lead and motivate assigned direct reports to innovate and process improve assigned processes while maintaining high service level and timely responses of existing work by a motivated workforce.
• Research and resolve escalated complaints associated with assigned processes. Complete investigation of the issue and respond timely and thoroughly. Timely response is generally within 24- 48 hours.
• Serve as a subject matter expert for assigned processes.
• Manage internal and external Audit reviews and findings
• Develop and maintain policies and procedures for assigned area of responsibility and drive compliance and accountability within the team.
• Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and client requirements.
• Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed and risk controls maintained.
• Collaborate and be the voice of the customer with other departments to ensure that customer complaint feedback is broadly known and corrective steps are actioned for improved customer experience.
• Provide back-up support for procedures processed. Provide on-the-job or up-training as needed.
• Ensure team strictly adheres to department standards for maintenance of customer accounts and consistently maintain current customer information on all accounts.
• Benchmark team performance and maintain dashboard of team performance monthly. Ensure that underperforming employees meet departmental expectations through the creation and implementation of written action plans.
• Other duties as assigned

Requirements:

• Bachelor's in business management, or related field is preferred. High School diploma required.
• 3-5 years of experience in credit card and/or banking, least 3 years in a supervisory capacity preferred with demonstrated ability to drive accountability and promote team morale.
• Ability to balance multiple deadlines and projects, while providing support and development to direct reports.
• Ability to communicate effectively with various audiences including customers, team members, and internal and external auditors, through written and verbal means.
• Solid organizational skills, ability to work across teams, ability to focus on broader goals and customer level details simultaneously, and ability to multi-task effectively.
• Strong working knowledge of computer software including Microsoft Office and Loan Servicing Software required.

Physical Requirements:

The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, scissors, and other standard office equipment. On an occasion, an employee will be asked to lift items weighing up to 35 lbs.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Salary:

$54,750-$73,000/year, plus the opportunity to earn monthly incentives