Sr Supervisor, SRT

LendingClub•Lehi, UT

13d•$65,000 - $80,000•Hybrid

About The Position

At Happen Bank, we deliver clear, consistent, and reliable support for our members and our internal teams. The Service Response Team (SRT) is our flexible, cross-skilled Operations team, moving between phone and non-phone workflows across multiple lines of business to support service levels, queue coverage, and business continuity. The Sr. Supervisor, SRT leads a team of approximately 16 cross-skilled associates supporting up to 12 lines of business. You’ll own day-to-day team leadership, performance coaching, associate development, skill readiness, and execution of the SRT support model. We’re looking for a strong frontline leader who can coach across multiple workflows, use performance data to spot trends, and build a high-performing team culture rooted in flexibility, accountability, and operational impact. You’re comfortable in a fast-paced Operations environment, balance competing priorities with ease, communicate clearly, and help your team navigate change and cross-skilling as business needs evolve.

Requirements

2+ years of leadership experience within Operations, including coaching, managing performance, and delivering feedback
Ability to balance multiple priorities and support a team working across several business areas, including through change and cross-skilling
Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and associates
Strong problem-solving skills, with the ability to identify trends, process gaps, and training opportunities

Nice To Haves

Experience leading or supporting a multi-skilled team preferred
Strong ability to coach using performance data, call observations, and QA feedback, with strong attention to detail in documenting trends and follow-up actions

Responsibilities

Lead and support a team of approximately 16 cross-skilled SRT associates who support multiple phone and non-phone functions across Operations
Coach associates across workflows and lines of business through 1:1s, call reviews, QA results, and real-time feedback
Use performance data, including adherence, AHT, QA, and cross-skill readiness, to identify coaching opportunities, performance gaps, training needs, and process improvements
Support associates in maintaining proficiency across assigned skills by reinforcing procedures, sharing updates, and helping them apply feedback consistently
Partner with the SRT Manager, WFM, L&D, QA, and department leaders to support cross-skilling, queue coverage, training readiness, and team performance
Coach associates through complex situations, building ownership, call control, and confident resolution, while reinforcing a team culture rooted in flexibility, accountability, and continuous improvement