Job Description
As a valued colleague on our team, you will lead the team to support customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and lead efforts to deliver those outcomes. You will identify, recommend, and assist with implementing process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks.
THE IMPACT YOU WILL MAKE
The Operations Management Lead Associate (Hybrid) role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:
Resolve customer issues and manage third party service level agreements (SLA).
Research and resolve exceptions, including escalation and communication of production incidents.
Assist management with tasks related to the design and execute process improvements.
Perform data analysis, forecasting, capacity management, and loan quality modeling.
Lead the team in monitoring for process performance and perform risk assessments.