Senior Operations Leader (Banking)

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

Bill Gosling Outsourcing is excited to launch a new partnership with a leading U.S. financial technology company; they pride themselves in delivering a white glove service to all it's customers. They are a mission-driven financial technology company transforming the way people manage their money, making financial services more accessible, transparent, and affordable. With a customer-first approach, innovative digital solutions, and a commitment to eliminating unnecessary fees, the company empowers millions to spend, save, and build credit with confidence. Driven by bold thinking, collaboration, and a culture of ownership, it’s creating meaningful impact while redefining the future of financial services.

The Senior Operations Leader works with Senior Management to create the vision of the Company and the type of business philosophy and culture the Company aspires to attain. They are accountable for the overall performance and budget of their multiple client groups/ business segmentation/ cross-geographic footprint (where applicable). They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

What You'll Do

Key Details:

• Salary: $72,000
• Experience: Banking and fraud expertise preferred
• Availability: Full availability required, including the possibility of overnight shifts
• Location: Norfolk, VA
  
  

Job Description

• Work with the President and senior management to create and ensure the Company vision and core values are integrated into our operational strategies.
• Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded
• Understand Client SLAs and contractual requirements to ensure we meet objectives – Overall client facing responsibility
• Manage all inventory in line with company requirements
• Ensure that all necessary facilities and/or tools are available for use by employees
• Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated
• Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy
• Manage all client reporting and internal reporting and billing requirements in a timely manner
• Performance manage direct reports and overall team to ensure we grow and develop our talent
• Develop strategies to enhance productivity or improve processes and procedures
• Prepare monthly forecasts, revenue and expenses for portfolios
• Motivate staff through established incentive programs or ad hoc contests
• Establish work schedules to meet Company and client requirements
• Responsible for performance by the firm of its obligations under the SMCR, including implementation and oversight (UK specific)
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned
  
  

Experience

• 5 years experience in an Operations Manager role or equivalent external experience
• Strong spoken and written English, with the ability to communicate accurately and clearly
• Sound judgment, attention to detail and the ability to recognize when escalation is necessary
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays and overnights.
• Ability to work onsite in Norfolk, Virginia.
  
  

Certificates/Licenses

Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!
  
  

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website – https://www.billgosling.com/careers

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!