Operations Manager

Operations Manager

NACA makes the dream of affordable homeownership a reality for many who have been subject to systemic racism and other factors. This includes access to NACA's Best Mortgage in America and a streamlined mortgage process. NACA works with Members (i.e., homebuyers) from the initial educational workshop, individual counseling, purchase process, and mortgage process.

The Operations Manager ("OM") provides day-to-day supervision and support to front line staff in local NACA offices and other national operations functions. The position requires very strong administrative and customer service skills in a fast-paced environment with the ability to multi-task. The OM is responsible for a broad range of administrative, operational, and facility management tasks as well as coaching, training and developing staff. S/her manages departmental workflow, production goals and target performance metrics. The OM reviews operational processes to determine effectiveness and efficiencies. This position recommends policy and procedural changes when necessary, aiding in the overall departmental enhancements.

The position is responsible for training staff on weekly operations reporting, office audits, policy adherence and enhancements. S/He ensures that front line staff provide the "Best in Class" customer experience. The OM responds to questions on inter-departmental inquiries, external requests or system policies and procedures. The OM ensures knowledge is disseminated to front line, provide internal resources and tools to assist the staff and maximize the customer's positive experience with NACA. The OM is responsible for the upkeep and care of the local offices, calendar management, Member's workshops, and other meetings and services are provided in a professional manner. In addition, the OM develops and implements outreach strategies between NACA and the community by scheduling workshops, promoting services and fostering partnerships. The OM must be able to manage communications, recruit and organize volunteers as well as evaluate effectiveness. S/he is to monitor/oversee the time and attendance of the staff and their activities in an effort to assist management.

The OM provides well-organized and customer-focused operations and effectively communicates with staff and management. The OM ensures adherence and enforcement of NACA's policies and procedures. S/he must demonstrate professionalism, maintain an efficient office and positive work environment while remaining alert to potential risks, concerns and violations. It is important that the OM is knowledgeable of NACA's programs to encourage participation and support of NACA's programs and mission. The ideal candidate is organized, proactive, and thrives in a people-focused, ever changing fast-paced environment.

Job responsibilities include:

• Monitor monthly trends and implement new enhancements to increase production.
• Reviews and obtains necessary approvals for all personnel actions regarding Time & Attendance, Policy Violations and other types of personnel action.
• Ensure company events are adequately staffed, and event performance standards are met.
• Propose and implement new office policies.
• Maintain and conduct quality checks within all office spaces.
• Ensure all office spaces meet company brand standards.
• Monitor equipment and report updates on condition and operability.
• Identifies and solves problems independently whether it involves physical labor or administrative functions.
• Serves as an internal and external liaison on behalf of the Department of Office Operations to other NACA departments.
• Troubleshoot issues and make department recommendations promoting smooth operational flow.
• Assist with payroll and time and attendance for all staff.
• Assist in coaching and developing new and existing staff.
• Assist with continued education of all staff.
• Other duties as assigned

Office management responsibilities include:

• Manages the day-to-day office operations across multiple locations and office processes, production and performance.
• Ensure each NACA Office has at least two functioning kiosks.
• Ensure Smartboard and Chromebook are operable.
• Staffed with at least an Office Administrator or Receptionist.
• Offices are well organized and presentable to the Members.
• Offices are clear of any customer sensitive information.
• Offices have sufficient supplies with a reasonable inventory.
• Manage office supplies, order new stock and maintain inventory.
• Front desk is managed effectively.
• Cameras are well functioning in all offices.
• Office operations monitored including reviewing camera footage in real time and tape.
• Provide on-going on-site reviews and monitoring.
• Oversee onboarding of new hires including setting up their office.
• Oversee office space with attention to health and safety concerns
• Ensure the monitoring of common areas, hallways, and offices.
• Enforce NACA's policies and procedures.
• Responsible for reasonable and cost effective cleaning services in each office.
• Responsible for monitoring and minimizing electrical and HVAC costs.
• Ensure effective office maintenance and security.
• Periodically review the overall facility, building conditions, parking lot conditions, etc.
• Rapidly respond, document and report any office issues concerning safety and health.

Calendar management responsibilities include:

• NACA Counselors have scheduled 20 to 25 sessions per week unless approved change.
• Review confirmations to make appropriate scheduling adjustments.
• Maintain waitlist for Members requesting earlier appointments.
• Adjust calendars for staff not available.
• Ensure that Intake Counseling sessions are in-person where possible.
• Schedule and confirm counseling appointments and manage waiting list.
• Monitor counselor appointment calendar and keep record of appointment statuses, confirmations and Member Action Plans.
• Keep concise reporting of calendar violations, unproductive patterns and trends.
• Other calendar management responsibilities.

System support responsibilities include:

• Educate staff and Members on effective use of the Member Portal, Kiosks and other NACA systems.
• Maintain an escalations report of system issues and monitor until resolved.
• Make system enhancement recommendations.
• Provide support as needed

Phone queue responsibilities include:

• One call resolution standard where the NACA staff person resolves Member inquiries or issues without having to transfer the phone call..
• In-coming call abandonment rate of calls holding greater than 60 seconds less than one percent.
• Manage Inbound assigned queue calls will very high percentage pull through rate (calls answered)
• Strong understanding of NACApedia (i.e., NACA's policies & procedures)
• Answer the phone providing local and national information to people calling the local phone and calling the national queue.
• Manage office voice mails, emails and other correspondence
• Address Member inquiries and provide assistance both in person and over the phone.

Workshop management responsibilities include:

• Manage and attend bi-weekly Saturday Home Buyer Workshops and weekly Purchase workshops.
• Maintain a minimum of two In-Person Homebuyer Workshop each month listed within a six week period.
• Ensure at In-Person Homebuyer Workshop at least six positive testimonials from NACA homeowners scheduled with a minimum of two to three actual participants.
• Ensure Purchase Workshops are properly staffed and managed weekly.
• Coordinate Post-Purchase workshops monthly, confirm staffing and ensure closed Members are identified, invited and participate.

Outreach responsibilities include:

• Manage volunteer and participation activities for Members and others.
• Monitor services provided by MCs, real estate agents, third-party vendors and others.
• Ensure closed Members complete testimonial
• Identify, contact and have participate Members in various events and calls to action.

The Operations Manager must be willing and able to meet the demands of the job that typically consists of 50 to 55+ hours per week. The typical working hours are 8:30 a.m. to 6:00 p.m. weekdays working from a NACA office. Additional time would be required as NACA determines, on evenings, weekends, events, and other activities with overtime as permitted. The compensation has been set to reflect this expectation.

The compensation is based on experience, skills, performance, and certifications. The annual salary is between $50,000 and $65,000 with overtime and bonus as stated below, with total annual compensation between $65,000 and $75,000+. The candidate's performance evaluation and future compensation are largely based on meeting the job responsibilities, competencies, and skills stated herein.

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