Director, Client Operations

About defi SOLUTIONS:

It’s an exciting time to join defi!

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company’s comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures and Fiserv. 

Position Purpose:

As the Director of Client Operations, you will exceed the expectations of our clients and our team members with a strong quality focus and effectively manage their department using all of ISO 9001:2015 standards. This position will work with all functions including finance, IT, HR, product and sales in coordinating the delivery or enhancement of existing services and developing new offerings. This position has exposure to all levels at our clients and within defi. This position will lead our Cash Management, Operations Support, and Document departments.
  
 

Essential Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Successfully lead back-office support teams that are focused on high customer service for our clients through accurate data, quality, and responsiveness
• Hire and retain top talent to achieve less than 15% voluntary attrition rate. Develop and manage talent and have a production ready successor for all leadership positions.
• Successfully collaborate with other functional areas within Lending to ensure client focus is maintained 100% of the time.
• Demonstrate innovative thinking and thought leadership by continuing to evaluate our service. techniques and strategies and ensuring that they meet or exceed the needs of our clients and are the most efficient for defi.
• Create metrics to ensure that our service methodologies provide outstanding service that is reported and measured on a regular basis.
• Exceeds 100% of client and internal SLA’s and meets or exceed all established survey goals.
• Manage client defined and internal service level results across multiple product lines using budget, forecasting, capacity planning, and resource allocation best practices.
   Support Contact & Servicing Center revenue and expense targets and manage department to a 30% operating margin.
• Lead a culture that results in 75% associate engagement .

**Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications:

• Bachelor’s degree or equivalent work experience may be substituted for degree requirement.
• Minimum 5 years’ experience in auto finance or related industry
• Minimum 5 years’ experience managing direct reports
• Experience managing teams of 10 people including managers
• Management experience in a collections environment
• Minimum 10 years’ experience directly servicing clients with a history of strong communication and effective client relationships at all levels within the client organization

Preferred Qualifications:

• Back-office operations support management experience within an auto financial institution.

Additional Eligibility Requirements:

• Excellent verbal, written and group communication skills
• Ability to communicate with technical and non-technical audiences
• Proven ability to understand complex business and technical concepts and translate to the client or associate
• Excellent presentation skills
• Ability to work effectively and influence at all levels within the organization
• Ability to work independently and maintain tight deadlines
• Strong results orientation with demonstrated track record of success
• High degree of adaptability and flexibility
• Ability to analyze data and make it actionable

Travel required:

• Less than 25% travel

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.