Operations Supervisor

Responsibilities

• Lead and motivate assigned direct reports to innovate and improve assigned processes while maintaining high service levels and timely responses of existing work by a motivated workforce.
• Research and resolve escalated complaints associated with assigned processes.
• Complete investigations of issues and respond timely and thoroughly.
• Serve as a subject matter expert for assigned processes.
• Manage internal and external audit reviews and findings.
• Develop and maintain policies and procedures for the 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 ensure that procedures are followed and risk controls are 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 the 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 a 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, at 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.
• ATS Optimization Keywords

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility.

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• Hard Skills
• process improvement
• quality assurance monitoring
• data analysis
• policy development
• compliance management
• customer account maintenance
• performance benchmarking
• issue investigation
• escalation resolution
• team performance management
• Soft Skills
• leadership
• motivation
• communication
• organizational skills
• multi-tasking
• collaboration
• customer focus
• accountability
• problem-solving
• team morale promotion

Certifications & Qualifications

• Bachelor’s in business management
• High School diploma
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