Manager of Operations Processing

Job Description

Job Description

Job Description :

The Manager, Operations Processing will report to the VP, Operations and is responsible for managing the Launch Servicing Operations department.

Specifically, this individual will have responsibilities to support initial / ongoing planning, training, development, and management for the organization’s back-office operations including processing customer / client requests, transaction processing, and customer / client engagement.

The Loan Operations Manager will manage a best-in-class operations department supporting customer accounts we service for our lender clients.

Responsibilities :

• Create and implement strategies to accomplish key servicing business objectives, engaging colleagues within the Goal family of businesses as appropriate
• Assist and lead in new business initiatives to help support and create efficiencies
• Assist in planning, managing and effectively controlling expense plan budget for the loan operations groups
• Work closely with Goal Solutions leadership and other Goal leaders and team members to ensure delivery of exceptional service to customers and our clients
• Manage and lead the Loan Operations Supervisors and their teams, communicating job expectations, performing appraisals and job reviews
• Provide expertise in managing servicing operations, developing high performing teams, and building organizational proficiency throughout the consumer loan lifecycle
• Monitor and analyze the effectiveness of procedures and suggest changes as necessary
• Ensure compliance with consumer loan servicing regulations and company policies
• Implement production, productivity, quality, and servicing standards
• Design and generate reports, ensuring data accuracy, completeness, and consistency
• Collaborate with teams across the organization to gather data and information
• Analyze data to identify trends, patterns, and insights making changes based on findings
• Identify technology solutions to streamline processes, mitigate risk and drive efficiency
• Utilize Zendesk for workflow optimization, capacity planning, queue prioritization and productivity of team
• Develop team member score cards and business unit reviews to drive accountability across individuals and teams
• Collaborate with Client services to effectively onboard new clients executing on all deliverables and meeting with clients directly, as needed

Education & Other Minimum Requirements

• Bachelor’s degree in Finance, Business Administration, or related field; or a High School diploma or GED combined with a minimum of 5 years of relevant experience.
• A minimum of 5 years management / leadership experience leading a financial service department, demonstrating strong leadership skills and a commitment to fostering a culture of excellence and accountability
• Self-motivated candidate that can work well both individually, with peers, across multiple locations and in a team setting
• Demonstrated proficiency in hiring, training and developing team members, with a focus on building high performing teams and fostering individual growth and development
• Exceptional problem-solving skills, with the ability to quickly diagnose issues, develop solutions, and communicate effectively with stakeholders to ensure successful resolution
• Experience in budget / expense planning and management
• Strong written, verbal, and interpersonal communication skills, with the ability to articulate complex concepts and strategies clearly and persuasively to diverse audiences
• Solid understanding of data analysis and performance metrics, with the ability to leverage data insights to drive informed decision-making and process improvements
• Be able to diagnose problems quickly and have foresight into potential issues
• Experience in leveraging technology to drive efficiency and optimization in loan servicing operations

Bonus points if you have :

• Master’s degree in finance, economics, or business administration.
• Experience or familiarity with workflow optimization tools such as Zendesk.

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to :

• 401(k) + company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,600
• Life insurance, disability, and critical illness
• Birthday holiday
• 2 floating Community Days
• Free snacks and drinks in the office
• Tuition reimbursement program
• Generous PTO, including Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
• Community funds, wellness funds, and more

Learn more about our benefits by viewing our 2024 Employee Benefits Brochure.

Goal Solutions, LLC ( Goal or the Company ) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing ( Launch ) and Turnstile Capital Management ( TCM ), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services.

Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers.

Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community.

Our company is headquartered in San Diego, CA and has been named Best Places to Work by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.

This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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