Operations Manager (Banking)

Bill Gosling Outsourcing • Hampton, VA

3d • 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, and ensures the company and staff meet goals while providing reliable, efficient support for clients. The Operations Manager also oversees hiring, training, preparation, and motivation of teams to deliver excellent service to customers and clients.

The position works with the President and senior management to integrate the company vision and core values into operational strategies. It oversees departmental productivity and client groups, staffing and schedules, inventory, facilities and tools, client relationships, reporting and billing, forecasts, and team performance. The role is based onsite in Norfolk, Virginia, and requires full availability, including rotating shifts and the possibility of overnight work.

Requirements

• At least two years of experience in a Managing Coach role or equivalent external experience.
• High school diploma or equivalent.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment, attention to detail, and ability to recognize when escalation is necessary.
• Confidence navigating multiple systems while managing customer interactions.
• Full availability for rotating shifts, including weekends, holidays, and overnight shifts.
• 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 accordance with company requirements.
• Ensure employees have the necessary facilities and tools available.
• Approve recommendations for staff hiring, transfer, promotion, or dismissal, as appropriate.
• Monitor staffing levels in accordance with the Resource Balancing QAP to allocate company resources efficiently and effectively.
• Develop strong client relationships in accordance with the company Mission Statement, Promise of Performance, and policies.
• Manage client and internal reporting and billing requirements in a timely manner.
• Performance-manage direct reports and the overall team to support talent growth and development.
• Develop strategies to enhance productivity and improve processes and procedures.
• Prepare monthly portfolio forecasts for revenue and expenses.
• Motivate staff through established incentive programs or ad hoc contests.
• Establish work schedules that meet company and client requirements.
• Champion company core values and programs that engage and motivate employees.
• Perform other duties as assigned.
• Hire, train, prepare, and motivate teams to provide excellent service to customers and clients.

Benefits

• Career growth and advancement opportunities, including promotion from within.
• Extensive paid training.
• Collaborative and supportive team environment.
• Inclusive workplace that celebrates diversity.
• Team engagement activities and social events.
• Modern, well-equipped offices.
• Rewarding work that helps businesses grow and makes a difference in people's lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED