Head of Operations & Business Management

Full-time

Multitasker, as you will manage many functions

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

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.

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

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

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.

The Supervisor, Operations is expected to oversee, monitor workflow and operational efficiencies. Research and resolve escalated complaints associated with assigned processes. 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 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.

Bachelor's in business management, or related field is preferred. High School diploma required.

• 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.

This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, scissors, and other standard office equipment.