Senior Director, Servicing Operations

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $167 000 - $209 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

🦅 Parrain de Visa H1B

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Mission Lane

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2018

💼 Conseil

📣 Marketing

🛡️ Assurance

Consulting • Marketing • Insurance

Mission Lane est une entreprise de services financiers qui se concentre sur l'offre de solutions de crédit accessibles, notamment pour les personnes mal desservies par les institutions financières traditionnelles. Elle propose la carte de crédit Visa® Mission Lane, qui permet aux candidats de vérifier leur approbation sans affecter leur cote de crédit. L'entreprise vise à accompagner ses membres dans leur parcours financier grâce à l'éducation et à des outils favorisant des habitudes financières saines, garantissant ainsi que des millions d'Américains aient accès aux ressources nécessaires pour construire leur crédit et améliorer leur situation financière.

Description

• Set the 3-year vision and strategy for both customer-facing servicing and back office fulfillment, building the roadmap largely on your own. • Own the day-to-day: keeping resolution speed, quality scores, cost and efficiency, and associate engagement on target, and stepping in with a remediation plan the moment any of them slip. • Build a team, in-house and through our contact center partners, that people want to stay and grow in. • Become the person the SVP and other senior leaders call when they need a read on where servicing should go next.

🎯 Exigences

• 10+ years leading contact center or back office servicing operations, including managing in-house teams and holding third-party or outsourced sites accountable to service levels • 10+ years of people management experience, including managing other managers and developing them to grow their own teams • Experience in a regulated financial services or fintech environment, where you understand how compliance and complaint-handling requirements shape service operations • A track record of building strategy for a service or operations function • A track record of hitting operational targets and fixing problems fast when something slips • Strong influence and communication skills, built from getting buy-in with frontline agents to executives and everyone in between • Ability to travel for in-person team collaboration (~4-6 times per year) and to visit contact center sites as needed

🏖️ Avantages

• Paid time off • 401(k) match • Monthly wellness stipend • Health/dental/vision insurance options • Disability coverage • Paid parental leave • Flexible spending account (for childcare and healthcare) • Life insurance • Remote-first work environment