AVP of Branch Assist

Mariner Finance•Plano, TX

About The Position

In This Role, You Will: Lead the Branch Enablement Team in supporting operations in assisting potential and current customers. Contribute to the success of the company by reviewing and evaluating branch enablement activities to identify areas for improvement and enhance operational effectiveness. Develop and implement strategies related to customer service quality and portfolio performance in alignment with organizational objectives. Ensure continued adherence to business product specifications through diligent oversight. Act as a high-level operational leader, bridging the gap between VP's strategic vision and the day-to-day execution handled by team managers. This role involves managing performance, driving KPIs, overseeing, coaching, and developing subordinate managers to ensure overall function productivity and service excellence.

Requirements

Bachelor’s degree in Business Administration, Management, Finance, or related field; additional, applicable years of experience may be substituted for a bachelor’s degree.
Seven (7) years of related experience in the consumer lending/financial industry with involvement in creating customer value through continuous improvement, developing strategies, and leading projects to successful business outcomes.
Two (2) years of managerial experience working in capacities with decision-making authority, coordinating and delegating multiple responsibilities, and managing operations activities.
Ability to travel up to 30% of the time.
Advanced knowledge of lending, collections, fair practice and ethics in consumer finance or financial services.
Advanced knowledge of regulatory requirements related to consumer lending.
Ability to develop strong relationships, influence, coach, and partner with all levels across the organization.
Ability to articulate complex information in understandable terms to various audiences. Comfortable presenting data to all levels of leadership.
Proficiency in Microsoft Office Suite with advanced proficiency in Excel and PowerPoint.
Strong analytical, problem-solving, organizational, and project administration skills.
Excellent interpersonal skills necessary to communicate effectively, both verbally and in writing, with stakeholders, vendors, and all levels of company staff.
Ability to work in a fast-paced environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines with both local and remote staff.

Responsibilities

Lead Branch Enablement department, and provide day-to-day leadership, mentorship, and development opportunities to subordinate managers, ensuring their success in building and leading their teams.
Collaborate with senior leadership to identify business needs, set goals, and prioritize initiatives that support organizational objectives.
Analyze market trends, competitor strategies, and regulatory changes to identify opportunities for optimization.
Participate in regular business reviews and strategic planning as a key stakeholder, staying informed on developments across the business.
Analyze key performance metrics, operational data, and market trends to identify opportunities for process, customer experience, and performance improvements, collaborating with teams to develop and implement solutions.
Review performance reports and team metrics, and hold managers accountable to goals, to ensure the department is achieving expected KPI's.
Serve as a point of escalation for complaints or grievances that managers are unable to resolve.
Foster strong working relationships with internal and external partners to drive a culture of collaboration and continuous improvements.
Support senior leadership in providing regular KPI performance metrics to management as set by business needs. Use expertise to compile and translate data into reports that accurately reflect objectives and are comprehensible by senior leadership.
Collaborate with VP to develop and implement new policies, procedures, and technology initiatives.
Prepare and deliver regular reports to leadership on progress, outcomes, and areas for further improvement.
Stay up to date on industry standards and changes in relevant and applicable regulations.
Ensure proper staffing levels by monitoring scheduling and capacity planning.
Ensure all team managers and agents comply with company policies, legal regulations, and safety guidelines.
Responsible for management duties such as performance appraisals and goal setting, promotions, salary recommendations, and terminations in accordance with the company hiring process, personnel policies, and budget requirements.
Oversee the training and onboarding process, ensuring that managers and team leads are properly preparing their agents, and identifying training needs to foster continuous improvement and development.
Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
Monitor and evaluate the performance of direct reports, including conducting performance reviews and creating career development plans.
May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.