Operational Support Manager (OSM)
CRNCY Group
Job location
Belize City
Employment status
Full–time
Job details
The Operational Support Manager is responsible for overseeing the Loan Underwriting and Quality Assurance teams. This role involves ensuring compliance with regulations, maintaining high standards of quality, and enhancing the efficiency and effectiveness of the underwriting process. The manager will also be responsible for developing and implementing strategies to optimize performance, ensure excellent customer service, and foster a positive work environment; working side by side with the other Operational Management Team.
Primary duties and responsibilities:
Overview
• Deliver results against a defined scope of work and KPIs that include measurable metrics, strategic innovation, performance reporting, and human capital development for the various departments including but not limited to:
• Loan Underwriting
• Quality Assurance
• Training
• Enforce People Operations policies regarding employee conduct and communication etiquette for employees
• Analyze contact center data (pertaining to the above stated departments) and prepare reports for upper management
• Foster and continuously build a positive work environment with awards & recognition programs
Loan Underwriting Oversight:
o Provide guidance and support to ensure efficient and accurate loan processing.
o Ensure compliance with all regulatory requirements and company policies.
o Monitor and manage underwriting workflows to optimize efficiency and turnaround times.
o Implement and enforce underwriting policies and procedures.
o Stay updated on industry trends and regulatory changes to adjust policies accordingly.
o Manage performance targets and monitor team performance against these goals.
o Conduct regular performance reviews and provide constructive feedback.
Quality Assurance Management:
o Oversee the quality assurance processes to ensure adherence to company standards.
o Conduct thorough quality evaluations and implement improvements based on findings.
o Develop and implement quality control measures to enhance service delivery.
o Ensure timely and effective resolution of complaints and issues.
o Identify areas for improvement and implement strategies to enhance quality and efficiency.
o Develop training programs to ensure all team members are well-versed in quality standards and practices.
Operational Support:
o Analyze underwriting and quality assurance data to identify trends and areas for improvement.
o Prepare and present reports to upper management.
o Develop and implement operational support strategies to optimize the underwriting and quality assurance processes.
o Collaborate with other departments to streamline workflows and improve overall efficiency.
Staff Development:
o Identify training needs and develop comprehensive training programs for the underwriting and quality assurance teams.
o Mentor and coach team members to enhance their skills and performance.
o Hire, onboard, and train new team members to ensure they are well-prepared to meet company standards.
Leadership and Accountability:
o Ensure that the underwriting and quality assurance teams deliver excellent customer service.
o Develop strategies to enhance the overall customer experience.
o Foster a positive and professional work environment that promotes teamwork and high performance.
o Work closely with other departments to ensure seamless operations and continuous improvement.
Any other duties that maybe assigned per company needs.
Professional Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements that follow are representative of the knowledge, skills, and/or abilities required.
Education
Associates’s Degree or higher in Management or Business, related field or extensive experience in a leadership role.
Work Experience
A minimum of 5+ years relevant working experience at the management level in the Contact Center or Financial Services industries.
Preferrable knowledge of digital lending and payment platforms.
Knowledge/Skills/Abilities
• Powerpoint presentation skills
• Analytical and problem solving abilities
• Strong customer service skills with a focus on customer satisfaction and experience.
• Demonstrated leadership experience with the ability to thoroughly analyze situations and strategically develop effective action plans
