Manager, Contact Center - Lending

📋 Description

• • Oversee and direct the day-to-day operations of the Lending Operations Center, ensuring all key performance indicators (KPIs) are met and exceeded. This includes fostering a high-performing team environment, driving employee engagement, and managing staff development to cultivate a culture of excellence.
• • Conduct in-depth analysis of operational processes, identifying areas for improvement to enhance effectiveness, boost productivity, and elevate the quality of service delivered to both internal and external stakeholders.
• • Uphold and promote a high standard of customer service, cultivating strong, positive working relationships with clients, financial institutions, and internal business partners. Proactively address complex service issues and member concerns, responding effectively to written and verbal complaints.
• • Collaborate closely with the Training department to ensure timely and high-quality training programs are delivered to both new and existing employees. Recommend, plan, and administer motivational programs designed to enhance staff performance and morale.
• • Manage and resolve complex service issues escalated by members, financial institutions, external clients, and regional teams. Conduct site visits to clients as needed to understand servicing requirements, establish effective procedures, resolve challenging issues, and nurture key relationships.
• • Ensure robust contingency and business resumption plans are in place and maintained, with a specific focus on business continuity as part of Velera’s Business Continuity Plan (BCP). Maintain accurate employee records essential for BCP execution.
• • Regularly review and analyze statistical reports and dashboards to develop data-driven strategies aimed at improving Lending Operations Center performance and achieving strategic objectives.
• • Strategically partner with Workforce Management to achieve service-level goals, optimize staffing requirements, and ensure comprehensive cross-training initiatives are implemented effectively.
• • Work in tandem with the Technology department to guarantee the integrity and optimal performance of all systems utilized by the Lending Operations Center.
• • Collaborate with the Strategic Initiatives team to identify and recommend enhancements to lending application functionality, focusing on improving the customer experience and increasing operational efficiencies for the Lending Operations staff.
• • Champion and implement techniques that foster strong inter-departmental and intra-departmental teamwork. Conduct regular department meetings to ensure staff are well-informed about departmental and company-wide issues, and to maintain positive team morale.
• • Actively participate in the annual budget planning process and diligently manage departmental expenses to meet budgetary requirements throughout the fiscal year.
• • Provide strategic direction and leadership to the Lending Operations team, guiding, coaching, mentoring, and developing staff to ensure strict adherence to all established processes and procedures.
• • Oversee all aspects of staff management, including interviewing, hiring, promotions, transfers, performance appraisals, compensation adjustments, counseling, and terminations, in accordance with company policies and legal requirements.
• • Foster professional growth and development within the team by applying necessary training and leadership strategies that support internal career advancement opportunities.
• • Direct staff activities to ensure all duties are performed to the highest departmental performance standards, emphasizing quality, efficiency, and compliance.
• • Serve as a key point of contact for members, financial institutions, and internal partners, ensuring a seamless and positive lending experience.
• • Contribute to the continuous improvement of lending products and services by providing valuable insights from operational performance and customer feedback.
• • Anticipate future operational, product, and workforce needs, proactively recommending strategic enhancements to keep Lending Operations modern, competitive, and aligned with Velera's overarching goals.
• • Actively support Velera's strategic vision, business plan, culture, and leadership practices, embodying the company's values in all actions and decisions.
• • Manage and/or oversee special projects as assigned by senior management, demonstrating flexibility and a results-oriented approach.
• • Serve as a designated backup to the Contact Center VP Disputes & Lending Operations during their absence, ensuring continuity of leadership and operational oversight.
• • Perform other duties as assigned, demonstrating a willingness to contribute wherever needed to support the team and the organization's success.