Operations Manager, Recoveries at Glsllc

What does it mean to be an Operations Manager with GLS?The Operations Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance with policies. 

How will you drive value within the organization as an Operations Manager?

Oversee an assigned segment of Operations activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement 

Directly supervise employees, including: Exercise management authority concerning staffing, performance evaluations, and terminations. Review and approve employee time sheets and requests for time off. Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis. Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations.

Review, analyze, and interpret reports to gauge team performance and develop collections call operations strategies for improvement

Conduct team meetings and continuous training sessions with respective team or the department 

Support the development and maintenance of departmental operating procedures, including ensuring compliance with regulatory agencies, and communicate changes to team members as needed 

Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies 

Handle escalated calls and disputes and maintain professional phone etiquette skills 

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management 

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company 

Outsourcing managers will perform on-site visits to vendor locations to share best practices, communicate policy/process changes, participate in associate training, and conduct quality assurance and compliance reviews 

Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers 

Reconcile vendor invoicing and submit for timely payment 

Maintain electronic records and files 

Perform additional assignments as required by the needs of the company or as directed by management 

What should you already know to be successful as an Operations Manager?

Minimum of Bachelor’s degree required

Minimum of three (3) years’ experience in a supervisory or leadership position in loss prevention or a related field preferred 

Minimum of three (3) years’ experience in a supervisory or leadership position in Operations or a related field preferred 

Experience with consumer lending/auto financing preferred 

Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections 

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness 

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business 

Strong verbal and written communication skills 

Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as required.   

Team player that can adapt in a fast pace and changing environment 

Commitment to exemplifying the organizational core values and key competencies 

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff 

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities 

Ability to handle multiple tasks during constantly fluctuating business volume 

Employment Requirements:

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity 

Remain in a stationary position up to 100% of the workday 

Constantly operate a computer and other standard office equipment 

Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects 

Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling 

Schedule:

This position is full-time 

This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, the days and hours of work are Monday through Saturday, 8:00am-8:00pm. A typical schedule includes one shift per week until 8pm and every fourth Saturday until 12pm. 

Regular, predictable attendance is required, including overtime hours as business demands dictate 

Evening and weekend work may be required as job duties demand 

Must be able to travel domestically and internationally each month as necessary 

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