Operations Manager

Job Description:

Summary: 

The overall responsibility of an Operations Manager for the Retail Loan Check Processing is to lead, manage, mentor, and coach a team of specialists responsible for

processing retail payment transactions, such as Home loan, Consumer and Small Business, Dealer Finance and Safe box payments. The manager's goal is

to provide the guidance, direction, tools and support necessary to deliver operational excellence to our clients. Major responsibilities include, but are not limited

to: 

Major Responsibilities: 

Developing People- 40% 

Attract, develop and retain staff; actively lead performance and talent management activities; celebrate accomplishments and recognize contributions; engage colleagues and staff in a shared vision; drive change; foster collaboration among groups. 

Prepare and conduct regularly scheduled employee feedback sessions as well as formal performance appraisals. 

Ensure all processes are documented, procedures are available, and training provided to all employees to ensure all employees have the tools and resources necessary to be successful.

Business Performance- 40% 

Understand and manage budget and expenses. 

Develop meaningful lead and lag measurements used to monitor payment processing, forecast future staffing needs, and report on service metrics on a weekly and monthly basis. 

Calculate ratios used to determine the number of payments processed per FTE to understand efficiency, productivity, and subsequent staffing requirements.

Drive customer delight activities focused on identification and reduction of customer defect errors.   

Accurately measure risk and ensure proper controls are in place for to meet all regulatory and internal SLA’s. 

Participate in the RPS strategic activities and drive future state activities – execute on 2-5 year strategy.

Understand all operational risks and ensure preventative / remediating steps are implemented.  

Projects- 20% 

Participate, when appropriate, in complex-wide projects/initiatives to ensure the accurate, timely and on-budget delivery in accordance with RLCP goals and objectives. 

Identify opportunities for process improvements and improved standardization including assessing operational process efficiencies in relation to current RLCP procedures and ensuring best practices are implemented.

Requirements:

• Work schedule is Monday -Friday 10:00am-6:30pm CT

• Ability to provide feedback and coaching to employees

• Team Building Skills

• Good Time Management & Timely Completion of all assigned tasks

• Help employees meet performance objectives

• 2 or more years of leadership experience in a production based environment. 

• Demonstrate ability to develop employees. 

• Proficient in Microsoft Office tools including but not limited to PowerPoint, Excel and Word. 

• Ability to manage a diverse set of functional responsibilities including analysts that work multiple complex functions.

• Outstanding written and verbal communication skills with the ability to convey complex subject matter in simple terms

• Proven ability to handle multiple tasks simultaneously, meet deadlines, effectively manage priorities and communicate progress

• Ability to work in team environment

• Ability to work across, up and down an organization

• Strong knowledge of banking products including Card and Home Loans

• Executive presence

• Ability to identify and remediate business risks

• Demonstrates leadership, leading through change and process improvements to deliver results

• Strong analytical capability to drive root cause analysis, demonstrate attention to detail, deliver concise and value-added issue summation

• Self-starter able to work independently, with minimal oversight and guidance while demonstrating initiative

• Knowledge and experience working with Vendor Management and Imaging and Extraction equipment

• Strong organizational skills, including the ability to manage multiple responsibilities and effectively prioritize workload to meet critical deadlines

Shift:

Hours Per Week: