HUB Department Operations Manager (Hybrid)
Are you a dynamic, strategic leader who is passionate about leading people, delivering top-notch customer experiences, and cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you!
As a HUB Department Operations Manager, you will lead day-to-day activities of a high visibility, multi-function, multi-team operation. As the leader of the operation, you will create a vision and strategy for your team that enables them to execute in a well-managed and customer-focused way to unlock the best customer service in the industry. In your role, you will build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization. You will translate insights and data into a story that will help drive the team towards achieving individual, team and business goals.
As the manager, you will be responsible for managing 4 teams that support both Servicing and Originations with staffing forecast needs, inbound mail processing, document storage and outbound correspondence. The HUB consists of 4 departments. Staffing, Inbound Correspondence & Specialty Fulfillment (ICSF), Vault and Titles RLP Vault. You can expect to lead a team of 4 Senior Associates / Associates People Leaders, whose teams consist of ~60 agents. In addition to leading the back office environment, this role is responsible for creating and executing a roadmap inclusive of process streamlining, staffing, supplier strategy, associate development, escalation framework, customer experience mapping, process training documentation and event response.

BASIC QUALIFICATIONS:

• High School Diploma, GED, or equivalent certification
• At least 5 years of experience in people leadership
• At least 2 years of experience in process management

PREFERRED QUALIFICATIONS:

• At least 7 years of experience in people leadership
• At least 3 years of experience working with cross functional teams
• At least 2 years of experience in the auto financing industry within back office
• At least 2 years experience working with multiple business partners
• At least 1 year experience working with external vendors

YOU’LL LOVE THE ROLE & BE SUCCESSFUL IF…

• You have a passion for leading, developing and providing delightful experiences for direct reports and external customers
• You are a promoter of diversity, inclusion, and belonging
• You use data to influence process improvements and decisions
• You feel comfortable executing autonomously day to day, but have a good sense of judgment in regards to escalating
• You are a hands-on, engaged leader
• You love to dream & have big ideas to enhance your team and responsibilities

RESPONSIBILITIES:

• Using good judgment to make strategic pivots throughout the day and autonomously making key business decisions
• Identifying improvement opportunities within department and executing with intentional prioritization
• Maintaining strong relationships with Vendor Leadership to ensure efficient and effective management
• Partnering across Lines of Businesses and Job Families to deliver results
• Working with Data Engineers to create monitoring for department and associate performance
• Creating and updating reporting that captures business health
• Identifying process gaps and issues, developing a framework to address, and then updating the process to prevent future issues and problems
• Creating effective and transparent escalation paths
• Motivating associates to help them achieve their career aspirations
  Location: Plano 5 - this role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.