Supervisor, Operations

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

What You Will Do

• Staff Development & Onboarding Compliance: Train and provide or identify development opportunities for the staff. This includes but not limited to; technical, product and soft skill training linked to increase in knowledge, service levels, responsibilities, initiatives, onboarding completeness, accuracy, and compliance to company policy and personal development.
• Effectively supervise the team’s productivity to ensure SLA commitment (service level agreement) and direct the necessary daily activity to ensure client satisfaction and business objectives are being met.
• Responsible for monthly audits; ensure all service request within Cherwell ticketing system are processed accurately and timely for revenue recognition.
• Resolve and track issues / inquiries from Sales as they arise and address root-cause problems to facilitate a higher level of efficiency and effectiveness in system processes.
• Provide input for on-going development and improvement on systems and operation processes, enabling repeatable processes, scalability, and the support of new business initiatives.
• Maintain security and integrity controls of all confidential client data and account information.
• Assist with the creation of a comprehensive training program for staff, related to product support.
• Operational Process Development: Make recommendations for process enhancements related to assigned systems/ products with the goal of improving service to customers. Ensures policy and procedural changes are communicated to the staff and appropriate departments.
• Collaborate with varies departments to resolve client and internal support issues.
• Provide analysis and reporting related to service request and/or client setups.
• Work to develop a Knowledge Base process to capture information to be organized, shared and utilized.
• Actively participate in the product management, product development, product sales end to end life cycle from a operations perspective. This will help in the overall efficiency and effectiveness of our CU Direct products.
• Maintain Procedure manual and forms of any changes to business policies and procedures. This includes DocUsign.

Education

• The ideal candidate: A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent of experience.
• A minimum of 3 year’s experience working in an Operations environment, driving improvements that have resulted in measurable business impact.
• A minimum of 2+ years’ experience in a supervisor or lead capacity.
• Excellent business communication, organizational and project management skills.
• Strong computer skills.
• Ability to create structure in ambiguous situations and design effective processes.
• A high level of resourcefulness to be able to independently seek out resolutions.
• Experience building dynamic and collaborative teams remotely.
• Experience hitting goals and aligning a team around metrics.
• Experience using CRM tools such as: SalesForce, DocUsign, Cherwell ticketing systems and Clickup project management.

Specialized Skills

• Strong verbal, written, analytical, and interpersonal skills.
• Ability to organize and prioritize work and meet deadlines.
• Working knowledge of all major software applications.
• Excellent knowledge on PC based computer systems, including Microsoft Word and Excel.
• Knowledge of SQL database functions helpful.

Pay

The starting salary range for this full-time position is $52,400 - $65,600 per year. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors.