Operations Manager (Banking)

Bill Gosling Outsourcing•Norfolk, VA

2d•Onsite

About The Position

The Operations Manager is responsible for the overall performance and budget of multiple client groups. The role sets objectives, analyzes metrics, ensures that the company and staff meet goals, and provides reliable, efficient support for clients. It also involves hiring, training, preparing, and motivating teams to deliver excellent service to customers and clients. The Operations Manager works with the President and senior management to integrate the Company’s vision and core values into operational strategies. The position oversees departmental productivity and client groups, staffing, client relationships, reporting, billing, budgets, forecasts, and process improvement. It is based onsite in Norfolk, Virginia, and requires availability for rotating shifts, including weekends, holidays, and possible overnight shifts.

Requirements

Minimum high school diploma or equivalent.
Two years’ experience in a Managing Coach role or equivalent external experience.
Strong spoken and written English, with the ability to communicate accurately and clearly.
Sound judgment, attention to detail, and the ability to recognize when escalation is necessary.
Confidence navigating multiple systems while managing customer interactions.
Full availability for rotating shifts, including weekends, holidays, and overnights.
Ability to work onsite in Norfolk, Virginia.
Must be able to obtain appropriate collection/trace licenses for applicable jurisdictions, if required.

Nice To Haves

Banking and fraud expertise preferred.

Responsibilities

Work with the President and senior management to integrate the Company vision and core values into operational strategies.
Ensure departments or multiple P-and-L groups meet or exceed Company and client goals and SLAs.
Understand client SLAs and contractual requirements and ensure objectives are met.
Manage inventory in line with company requirements.
Ensure employees have the necessary facilities and tools available.
Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as appropriate.
Monitor staffing levels in accordance with the Resource Balancing QAP to allocate Company resources efficiently and effectively.
Develop and maintain strong client relationships in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy.
Manage client reporting, internal reporting, and billing requirements in a timely manner.
Performance-manage direct reports and the overall team to develop talent.
Develop strategies to enhance productivity or improve processes and procedures.
Prepare monthly portfolio forecasts, revenue, and expenses.
Motivate staff through established incentive programs or ad hoc contests.
Establish work schedules to meet Company and client requirements.
Champion company core values and programs that engage and motivate employees.
Perform other duties as assigned.