Director, Back Office Operations (PPG/CPG)

GRT Financial•SouthField, MI

23d•$110,000 - $120,000•Hybrid

About The Position

The Director, 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 for the 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 the head of the Back Office operating model with both leadership and management responsibilities.

Requirements

Demonstrated ability to identify patterns, diagnose root causes, and drive execution
Strong operational judgement and ability to influence change
Cross functional influence and high Emotional intelligence
Ability to follow through and maintain discipline Required
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

Nice To Haves

Experience interfacing with external partners and vendors 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

Responsibilities

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