Supervisor, Operations

About Origence With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer‑centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We’re deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term. Operations Supervisor Will coordinate and supervise the day‑to‑day operations of the onboarding team, providing the highest level of internal support and guidance including but not limited to training and development of onboarding new clients (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance with revenue & company policy and processed timely. This role requires high attention to detail, strong supervisory skills, in‑depth understanding of operational systems, strong analytical skills, effective communication skills, and a willingness to learn. It functions in a fast‑paced, high‑output environment requiring both independent and collaborative efforts to maintain an effective and productive work environment, while collaborating with several stakeholders; Sales, Legal, Internal Products, Accounting and various product teams. What You Will Do Staff Development & Onboarding Compliance Train and provide or identify development opportunities for the staff, including technical, product and soft skill training linked to increased knowledge, service levels, responsibilities, initiatives, onboarding completeness, accuracy, and compliance to company policy and personal development. Effectively supervise the team’s productivity to ensure SLA commitment and direct daily activity to meet client satisfaction and business objectives. Responsible for monthly audits; ensure all service requests within Cherwell ticketing system are processed accurately and timely for revenue recognition. Resolve and track issues / inquiries from Sales as they arise and address root‑cause problems to facilitate higher efficiency and effectiveness in system processes. Provide input for ongoing development and improvement of systems and operational processes, enabling repeatable processes, scalability, and support of new business initiatives. Maintain security and integrity controls of all confidential client data and account information. Assist with the creation of a comprehensive training program for staff, related to product support. Operational Process Development Make recommendations for process enhancements related to assigned systems/products with the goal of improving service to customers. Ensure policy and procedural changes are communicated to staff and appropriate departments; participate in department audits, working with auditors and reporting recommended solutions. Collaborate with various departments to resolve client and internal support issues. Provide analysis and reporting related to service requests and/or client setups. Work to develop a Knowledge Base process to capture information to be organized, shared and utilized. Actively participate in the product management, product development, product sales end‑to‑end life cycle from an operations perspective, aiding overall efficiency and effectiveness of CU Direct products. Maintain procedure manuals and forms of any changes to business policies and procedures, including DocUsign. Customer Onboard Program Management Hire, manage customer onboarding program and related projects. Keep onboarding project plans and schedules on track. Accelerate project delivery by improving efficiency and effectiveness. Provide up‑to‑date program visibility to management. Education A bachelor’s degree in Business, Business Administration, Information Management, or equivalent experience. Experience Minimum of 3 years’ experience working in an Operations environment, driving improvements that have resulted in measurable business impact. Minimum of 2+ years’ experience in a supervisor or lead capacity. Excellent business communication, organizational and project management skills. Strong computer skills. Ability to create structure in ambiguous situations and design effective processes. High level of resourcefulness and independent resolution seeking. Experience building dynamic and collaborative teams remotely. Experience hitting goals and aligning a team around metrics. Experience using CRM tools such as SalesForce, DocUsign, Cherwell ticketing systems and ClickUp project management. Specialized Skills Strong verbal, written, analytical, and interpersonal skills. Ability to organize and prioritize work and meet deadlines. Working knowledge of all major software applications. Excellent knowledge of PC‑based computer systems, including Microsoft Word and Excel. Knowledge of SQL database functions helpful. Perks And Benefits Flexible Working Environment Paid Time Off 401(k) (8% match) College Tuition Benefits / Tuition Reimbursement Good benefits options Company culture with holiday celebrations, theme days, monthly town halls and quarterly company meetings ensuring awareness, inclusion, and transparency. The starting salary range for this full‑time position is $52,400 – $65,600 per year. This base pay will take into consideration internal equity, candidate’s geographic region, job‑related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for a bonus plan to provide an incentive to achieve target goals. Bonuses are awarded at the company’s discretion on an individual basis. Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individual’s qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law. #J-18808-Ljbffr