Operations Support Supervisor

Truist•Richmond, VA

20h•$57,880 - $70,000•Onsite

About The Position

The Operations Support Supervisor will lead and mentor up to 10 direct reports, providing direction and assistance in managing routine and non-routine operational duties in support of Dealer Financial Services. This role involves supervising teammates, managing production, developing team members to meet key performance indicators (KPIs), compliance, and client expectations, and acting as an escalation point for complex issues. The supervisor will also optimize efficiency by interpreting policies, identifying system enhancement opportunities, and maintaining knowledge of departmental procedures and systems.

Requirements

Strong organizational skills and the ability to handle multiple tasks under tight time constraints
Prior management experience (coaching and training)
Create and distribute reports
Accounting knowledge for various internal processes
Intermediate retail credit knowledge including loan closings, legal documentation and exceptions
Proficiency in reviewing title work and legal documentation
Knowledge of consumer loan systems
Post-Secondary education, or equivalent work experience
Prior experience or knowledge of loan closing and lending regulatory requirements
5 years of experience in credit operations, loan consultation or administration
5 years of experience in the execution of legal documentation and associated processes
Demonstrated effective verbal and written communication skills for the purpose of explaining the loan closing process, exceptions and associated legal documentation to internal, external clients

Nice To Haves

Bachelor’s Degree or equivalent education and work experience
Experience in all loan closing components including documentation, approvals, exceptions and administration
Previous management experience
Demonstrated proficiency in basic computer applications (e.g. Microsoft Office)

Responsibilities

Supervise teammates and manage production within assigned operation team(s). Ensures the unit’s work is accurately completed by reviewing, coordinating and monitoring routine activities.
Develop teammates within their team and department to ensure they are meeting/exceeding KPI, compliance, and client expectations.
Provide training, coaching, support and leadership to operations teammates. Facilitate meetings and training to communicate company policies, departmental procedures, and business initiatives to operations teammates.
Review individual teammates and team metrics to uncover the core behaviors that are responsible for driving those metrics and coach to those behaviors. Engage in frequent one-on-ones with teammates and groups of teammates to work on driving change and deepening skills on the team.
Acts as an escalation point for less experienced teammates for complex issues or transactions, providing training and support as needed.
Provide leadership and act as the subject matter expert for assigned operations team(s). Represent Truist as the SME in other assigned working groups and projects.
Optimize efficiency by interpreting operating policies and procedures, identifying opportunities for systems enhancements, and recommending changes to management.
Maintain a working knowledge of established departmental policies and procedures, mainframe system applications, and corporate bank policies as they pertain to job assignments. Update team training materials and job aids, as needed.
Respond in a timely manner and effectively process moderate to complex requests, inquiries and proposals received from both external and internal clients. Escalates unresolved or unusual issues as needed to management for guidance and resolution.