Director of Operations

PLS; Indianapolis (IN); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k)

Vacation

Opportunity for advancement

Ongoing training

Job summary

PLS in Indianapolis is seeking a Director of Operations to lead multiple stores in the region, drive customer service excellence, and achieve financial goals. You will work with District Managers to motivate teams, train staff, and fill open positions through expansion or turnover.

The role requires strong communication, strategic planning, and a track record in multi-unit management. Travel across the region is expected to ensure standards are met and improvements are implemented.

Qualifications

• Eight years of multi-unit or regional management experience.
• Excellent verbal and written communication skills.
• Outgoing and enthusiastic personality.
• Professional appearance and demeanor.
• Excellent customer service skills and experience.
• Good personnel and management skills.
• Experience in collections.
• Experience with computers.
• Honesty and integrity.
• Valid driver’s license and reliable transportation.

Responsibilities

• Ensuring that all stores in the assigned region provide outstanding customer service and establish relationships with customers.
• Resolving and documenting customer complaints.
• Ensuring all team members comply with company policies and procedures.
• Coaching District Managers to set weekly and monthly goals based on store performance.
• Developing and implementing strategies to improve regional performance, increase market share and revenue.
• Preparing annual budgets with District Managers.
• Analyzing monthly financial statements to identify underperforming stores and taking corrective action.
• Collaborating with HR to ensure proper guidelines are followed.
• Forecasting and managing monthly revenues, account gains, and bad debt results.
• Visiting stores to ensure compliance with policies and procedures.
• Ensuring staffing, training and development of all regional team members.
• Documenting and resolving employee complaints and escalating as needed.
• Promoting and maintaining a neat and compliant store environment.

Skills

Multi-unit management

Communication skills

Customer service

Leadership

Strategic planning

Tools

MS Office

Job description

This job is located at 5516 W. 38th St., Indianapolis, IN 46254

Why PLS? Because You Deserve Better! ® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they’re convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview

The Director of Operations is responsible for working with District Managers and providing the leadership necessary to ensure that all stores in the region deliver outstanding customer service, meet all operating objectives, sales, and financial goals, and follow all company policies and procedures. The Director of Operations is responsible for ensuring team members and District Managers are motivated and trained and that qualified team members are developed and ready to fill open positions through expansion or turnover.

Job Responsibilities

• Ensuring that all stores in the assigned region are providing outstanding customer service and establishing relationships with our customers so they choose to do business with us again
• Resolving and documenting customer complaints
• Ensuring all team members are complying with all company policies and procedures
• Coaching District Managers to establish weekly and monthly goals based on each store’s operational results, to improve performance
• Developing and implementing strategies to improve the region’s performance, increase total market share and revenue
• Preparing annual budgets with District Managers
• Analyzing monthly financial statements for each region/store to identify those that are not operating within the assigned budget and/or meeting financial goals and take corrective action
• Working closely with theHR team to ensure that teams are following proper guidelines/processes
• Forecasting and managing monthly revenues, gain of accounts, and bad debt results.
• Making decisions regarding large check check-cashing transactions t
• Visiting stores regularly to make sure they are operating per company policies and procedures
• Ensuring staffing, training and ongoing development of all team members in the region
• Developing, promoting, and monitoring effective career developmental programs and action plans for all team members
• Documenting and resolving all employee complaints or directing the issues to the proper level of management for resolution
• Ensuring that company audits are answered on time and per company policy.
• Representing the company in an honest, professional and enthusiastic manner
• Being a positive example to all team members by demonstrating professionalism, good conduct, and judgment at all times
• Recommending new store locations and overseeing the opening of new stores.
• Providing operational support and helping resolve accounting, auditing, legal, and customer service issues that the District Manager cannot resolve, by working with appropriate corporate office departments.
• Reviewing and approving payroll.
• Promoting local periodic solicitation/marketing promotions and mailings.
• Ensuring aneat and clean store environment is always maintained in all stores for our customers and team members.
• Perform other duties as assigned by management.

Job Requirements

• A minimum of eight years of multi-unit management experience or successful regional management experience, ideally from the following industries: retail, financial, restaurant, hospitality
• Excellent verbal and written communication skills
• Outgoing and enthusiastic personality
• Professional appearance and demeanor
• Excellent customer service skills and experience
• Good personnel and management skills
• Experience in collections
• Experience in working with computers
• Must be honest and have integrity
• Must have a valid driver’s license and reliable transportation

Physical Requirements

• Must be able to stand for extended periods
• Must be able to travel to stores regularly
• Ability to lift up to 15 lbs. with little assistance

Benefits for eligible team members include medical / dental / vision, 401(k), vacation, opportunities for advancement, and on-going training.

Bonus

this position is bonus eligible

We strive to demonstrate our Core Values in all positions at PLS:

Communication Customer Focus Integrity and Trust Teamwork Results

PLS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at [e-mail] to make arrangements. The decision on granting accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment