Director Operations

Select Portfolio Servicing, Inc.; Salt Lake City (UT); On-site; USD 90,000 - 160,000; Full time

Job summary

Select Portfolio Servicing, Inc. in Salt Lake City seeks an experienced Operations Manager to oversee the day-to-day business unit operations, implement strategies, hire and engage staff, and maintain quality and controls.

You will coach staff, monitor performance, review reports, and execute process improvements to meet budgets and department goals while delivering strong internal and external customer service.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum of 5 years management experience.
• Strong leadership, performance management and coaching skills.
• Excellent communication and analytical problem-solving abilities.
• Ability to implement new initiatives and manage multiple projects.

Responsibilities

• Oversee day-to-day operations of the business unit.
• Execute strategies for hiring, employee engagement and development.
• Ensure quality, customer experience and corporate controls.
• Identify and implement process and policy improvements.
• Coach staff and review performance to mitigate risk.
• Monitor reports and align with budgets and department goals.
• Coordinate projects and audits as directed by senior leadership.
• Address personnel issues and maintain compliance.
• Drive operational efficiency and cost reduction initiatives.
• Support internal and external customer service objectives.

Skills

Leadership

Performance management

Communication

Coaching

Analytical thinking

Problem solving

Process improvement

Risk management

Education

Bachelor's degree or equivalent

Job description

Job Summary: Oversee the day to day operations of the Busniess Unit. Execute strategies to manage operations including: hiring, employee engagement, employee development, quality and corporate controls. Identification and implementation of process and policy improvements. Behavioral and statistical coaching of staff. Ensure customer experience, quality, productivity, budget and department goals are achieved. Development and motivation of staff to ensure that performance standards are met while still maintaining quality customer service to our internal and external customers. Active review of existing performance and exception reports to maintain adequate control over achieving desired results and mitigating risk. Review and update to existing procedures and controls as necessary.

Duties Include:

• Review and analyze daily performance results to ensure on target for meeting performance standards.
• Identify opportunities for employee coaching and staff development.
• Enthusiastically lead and inspire call center staff and management team with a strong emphasis in mentoring, developing, and guiding team members.
• Partner with Recruiting, Training other operational teams to ensure department performance metrics are met
• Uphold a Culture of Compliance by ensuring internal controls are in place, including processes for management of operational risk, in accordance with Company and regulatory standards.
• Resolution of personnel issues including discipline and feedback, interviews, etc.
• Leverage technology to optimize customer operations and employee performance.
• Assist in identifying, developing, evaluating and implementing new processes or procedures to improve service and/or reduce costs
• Coordinate projects, audits and or reports as directed by the department VP/EVP in a thorough and timely manner.
• Other duties as assigned.

Specifications:

• Bachelors or equivalent work experience.
• Minimum of 5 years management experience
• Proven Leadership skills with an emphasis in performance management
• Highly effective communication, motivation and coaching skills.
• Proven analytical and problem solving skills.
• Ability to implement and execute on new and ever changing initiatives
• Ability to manage stress and multiple projects with competing interest for time
• Strong knowledge of Mortgage Servicing Compliance

Select Portfolio Servicing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.