Supervisor, Operations

About the role

The Operations Supervisor will coordinate and supervise the day-to-day operations of the onboarding team, providing the highest level of internal support and guidance. This includes training and development of onboarding new clients (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance to revenue & company policy and processed timely.

Responsibilities

• 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 teams 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 requests 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. Participate in department audits, working with auditors and updating or reporting recommended solutions.
  • Collaborate with various departments to resolve client and internal support issues.
  • Provide analysis and reporting related to service requests 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.
• Customer Onboard Program Management:
  • Hire, manage customer onboarding program and related projects.
  • Keep onboarding project plans and schedules on track.
  • Accelerate project delivery by improving efficiency and effectiveness.
  • Provide up to date program visibility to management.

Requirements

• Education: A Bachelors Degree in Business, Business Administration, Information Management, or the equivalent of experience
• Experience: A minimum of 3 years 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.
• Skills: Excellent business communication, organizational and project management skills; strong computer skills; ability to create structure in ambiguous situations and design effective processes; 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.

Qualifications

• 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.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

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, candidates geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for a bonus plan to provide an incentive to achieve targeted goals. Bonuses are awarded at company's discretion on an individual basis.

Schedule

Full-time position.