Shared Services Manager (Consumer Servicing)
About The Position
The Shared Services Manager – Consumer Servicing leads Shared Services Operations and processes across the company, supporting all business lines and providing first-line-of-defense oversight of operational risk management. The role supervises staff and ensures enterprise objectives are met through effective service delivery, operational controls, and achievement of metrics and service-level agreements (SLAs). The manager leads a 10-member team and is responsible for hiring, training, quality, and performance management. Core functions include legal processing (garnishments, levies, bankruptcies, and subpoenas), the Sioux Falls mail room, returned checks and cards, on-site duties, and credit processing. The role oversees productivity and SLA metrics, ensures first-line controls for risk and compliance, and drives process simplification and optimization.
Requirements
- Bachelor's degree or equivalent education and work experience.
- Typically 5 or more years of experience with a bachelor's degree or equivalent.
- Attention to detail.
- Planning and organizing work.
- Strong written and verbal communication skills.
- Results-oriented.
Responsibilities
- Manage teams and staff, including hiring, training, quality, and performance management.
- Develop and oversee implementation of department plans, operational policies, and procedures.
- Manage internal and external customer service delivery and initiatives to meet or exceed business objectives.
- Develop or manage workforce productivity and SLA metrics and other measurements, and monitor achievement of budgets.
- Ensure systems and first-line-of-defense controls are in place to manage operational risk and regulatory compliance.
- Optimize operational processes through simplification and automation.
- Serve as a subject matter expert in a designated Operations discipline.
- Oversee legal processing, the Sioux Falls mail room, returned checks and cards, on-site duties, and credit processing.
- Perform other duties as assigned.
Benefits
- Health insurance
- 401(k) retirement benefits
- Life insurance
- Disability benefits
- Paid time off
- Annual performance-based incentive opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
