Director, Back Office Operations (PPGCPG)
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Job Location:
Southfield, MI - USA
Yearly Salary:
USD 110000 - 120000
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
JOB DESCRIPTION
Job Title: Director Back Office Operations
Department: Operations
Reports To: SVP of Operations
Dotted-Line Governance: Nearshore Digital Document and Payment Processing teams
Salary & Benefits
- $110000 - $120000 Annual Salary
- Weekly Pay
- Medical Vision and Dental insurance per the company plan
- 401k/Retirement Benefit Options (See Summary Plan Description)
- Paid vacation in accordance with the Company PTO Policy.
- 100% company covered life Insurance
- 100% company covered Short/Long-Term Disability
- Flexible spending accounts
- Employee Assistance Program
Position Summary:
TheDirector Back Office Operations (PPG/CPG)is accountable for the design execution and ongoing performance of the GRT Back Office teams including internal Document Processing and Payment Processing as well as nearshore Processing Operations.
This role is responsible forthe day-to-day processes and output of the Payment Processing and Client Processing teams. The Director Back Office Operations will lead the Back Office restructure implementation of Outsourcing/BPO partners governing SOPs and workflows establish a formal audit and quality framework and improve throughput accuracy and cost to service. This role functions as thehead of the Back Office operating model with both leadership and management responsibilities.
Essential Duties and Responsibilities (Other duties may be assigned)
Establish a clear steady-state operating model with defined ownership and controls
Ensure Back Office priorities align with enterprise growth and risk posture
Own the performance and effectiveness of all Back Office supervisors and managers including driving coaching development plans and corrective action of leaders
Execution of the Back Office restructuring from current state to future state including onboarding outsourcing teams
Accuracy and governance of all Payment Processing/Client Processing SOPs to meet compliance and regulatory expectations
Monitor Debt Manager and Prime CRMs Filebound Monday Boards and document processing systems to assess throughput quality and SLA performance of remote in-office and near-shore/BPO teams
Continuously improve throughput and volume predictability including workflow design prioritization logic and exception handling
Finalize design and launch formal PPG/CPG audit program
Own Cross-functional leadership initiatives with Business Intelligence and Work Force Management to identify and monitor cost per document processed and capacity planning (US and Nearshore)
Partner cross-functionally with Settlement Compliance IT and Operations
Continuous improvement risk mitigation and audit readiness
Lead weekly performance reviews with managers
Translate performance data into corrective actions and process improvements
Escalate systemic risks proactively to executive leadership
Deliver monthly executive-level audit and quality reporting
Lead special projects as required
Core Competencies and Qualifications: To perform this job successfully an individual must be able to perform each essential duty satisfactorily.
Demonstrated ability to identify patterns diagnose root causes and drive execution
Experience interfacing with external partners and vendors preferred
Strong operational judgement and ability to influence change
Cross functional influence and high Emotional intelligence
Ability to follow through and maintain discipline
3 years of operations experience in financial services fintech or regulated environments
Experience leading and/or managing document and/or payment processing teams
Demonstrated ownership of SOP governance workflows and audit programs
Experience managing managers and multi-function teams
Strong analytical capability with executive-level communication skills
Proven ability to lead operational change and restructures
This is a hybrid role which requires in-office work a minimum of 2 days a week and some travel
Preferred
Intermediate skills in Microsoft Word and Excel.
Experience in debt settlement debt relief payments or servicing operations
Experience scaling or governing nearshore/offshore teams
Experience in contact center operations
Background in audit or risk management
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor.
An Equal Opportunity Employer
We do not discriminate based on race color religion national origin sexual orientation age disability genetic information or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
Required Experience:
Director
About Company
GRT Financial is a licensed debt resolution company focused on providing representation to clients seeking to negotiate the reduction of unsecured debt.
