Senior Operations Manager

How will you drive value in the organization as a Senior Operations Manager, Skip Recoveries?

• Mentor and motivate the assigned operational team(s) for the company to ensure company goals are achieved
• Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
• Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary
• Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters
• Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
• Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste
• Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste
• Ensure department-level procedures are adequately developed, documented, trained, and followed to ensure proper quality
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Create a highly engaged work environment to attract, develop, and retain talent
• Manage workflows and growth of the team with a focus on increasing efficiency, enhancing processing, and optimizing results
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Participate in special projects as needed
• Perform additional assignments as required by the needs of the company or as directed by management

What should you already know to be successful as a Senior Operations Manager, Skip Recoveries?

• Minimum of bachelor’s degree required
• Minimum of five (5) years’ experience in auto finance originations and/or servicing, finance operations, or a related field required
• Minimum of two (2) years’ experience building and leading teams and managers required, including the ability to hire, develop, motivate, and deploy human resources to build a highly engaged and high performing team
• Experience with Dealers to collect gap, VSCs and dealer buybacks preferred.
• Exceptional critical thinking, problem-solving, and decision-making skills
• Demonstrated ability to establish and enhance processes and leverage technology to improve business results
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Exceptional interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• Exceptional oral and written communication skills
• Demonstrated ability to establish and enhance processes to improve business results
• Team player that can adapt in a fast pace and changing environment
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities
• Ability to think strategically and deliver tactically
• Commitment to exemplifying the organizational core values and key competencies 

Employment Requirements:

• Remain in a stationary position up to 50% of the workday
• Constantly operate a computer and other standard office equipment
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• Talk and hear to exchange accurate information