Operations Support Manager

Populus-Financial-Group; Irving (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Populus Financial Group, Inc. is seeking an Operations Support Manager to oversee Customer Service, Help Desk, and Card Services. You will lead Supervisors, drive service levels, staffing, quality, and employee development, and partner with leadership to translate data into process improvements.

Hybrid, full-time role at the corporate office; requires strong leadership, communication, and analytic skills to manage cross-functional teams and deliver exceptional customer service.

Qualifications

• 5 years: experience in a contact center environment
• 3 years: experience developing SOPs, work instructions, job aids, and knowledge management processes
• Experience with speech analytics tools (CallMiner preferred) and quality assurance practices

Responsibilities

• Provide leadership to Customer Service, Help Desk, and Card Services Supervisors and promote accountability and service excellence.
• Partner with Supervisors to set performance expectations and provide coaching and feedback; participate in performance management and corrective action.
• Oversee daily operations to meet service levels and staffing needs; monitor LMS Exception functionality and Porte App support.
• Develop staffing schedules based on workload and business needs.
• Analyze operational metrics to identify trends and opportunities for improvement.
• Create and communicate performance reports and dashboards for leadership review.
• Review quality results and speech analytics data to identify coaching opportunities and process improvements; develop QA evaluation forms.

Skills

Leadership

Coaching

Operational analytics

Communication

Education

Bachelor's Degree in Business Administration or related field

Tools

CallMiner

Alvaria (contact center)

IBM i (AS400)

Excel (advanced)

Job description

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.

Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

Job Summary
The Operations Support Manager oversees the daily operations and performance of the Support Services teams, including Customer Service, Help Desk, and Card Services. Leading through a team of Supervisors, this role is accountable for service levels, staffing and scheduling, quality and compliance, and employee development, and participates directly in coaching and corrective action when needed.

The Manager partners with business leaders to translate operational data into process improvements and oversees the SOPs, work instructions, and job aids that support frontline employees across multiple business units.

Major Responsibilities

• Provide leadership, guidance, and support to the Customer Service, Help Desk, and Card Services Supervisors, promoting a culture of accountability, collaboration, employee engagement, and service excellence.
• Partner with Supervisors to establish performance expectations, evaluate employee performance, identify development opportunities, and provide coaching and feedback. Participate directly in employee coaching, performance management, and corrective action processes as appropriate.
• Oversee daily operations of the Customer Service, Help Desk, and Card Services teams, including monitoring and reviewing LMS Exception functionality and Porte App support, to ensure service levels, operational requirements, and customer needs are effectively met.
• Partner with Supervisors to develop and adjust staffing schedules based on business needs, workload volumes, service commitments, and employee availability.
• Monitor and analyze operational and service, eCommerce, and RCS metrics, including handle time, abandonment rate, speed to answer, quality scores, productivity, and other key performance indicators to identify trends and opportunities for improvement.
• Develop and communicate operational reporting, dashboards, and performance summaries, providing leadership with actionable recommendations to improve efficiency, service quality, customer experience, and employee performance.
• Partner with Supervisors and Quality Assurance to review quality results, customer interactions, and speech analytics data to identify coaching opportunities, service trends, and process improvements, and ensure appropriate follow-up. Perform hands-on work in CallMiner, including building speech analytics searches and queries and developing QA evaluation forms.
• Monitor operational practices for adherence to organizational policies, procedures, and applicable regulatory requirements; identify operational or compliance risks and coordinate appropriate corrective actions.
• Guide the resolution of escalated and complex customer and operational issues, coordinating with business and technical partners and supporting root cause analysis of recurring concerns.
• Create and track support tickets and research account and transaction data to support issue resolution.
• Oversee the development, maintenance, and periodic review of standard operating procedures (SOPs), work instructions, job aids, and related training content to ensure information is accurate, consistent, accessible, compliant, and current.
• Partner with business leaders, Supervisors, and cross-functional teams to identify and implement process improvements that enhance operational effectiveness, employee productivity, customer experience, and service delivery.
• Participate in the recruitment and selection of Supervisors and frontline employees for Customer Service, Help Desk, and Card Services, as appropriate.
• Perform other duties as assigned.
• Strong leadership, coaching, mentoring, and employee development skills.
• Excellent written and verbal communication skills, including the ability to present to leadership.
• Strong customer experience and service delivery focus.
• Ability to build effective working relationships across departments and organizational levels.
• Highly organized and detail-oriented, with the ability to prioritize and manage multiple initiatives simultaneously.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to analyze operational data and translate findings into actionable business recommendations.

Interactions
Direct Report Title Number

• Customer Support Supervisor 3

Indirect Report Title Number

• Customer Support Representative I 9
• Customer Support Representative II 6
• Customer Support Representative III 7
• Customer Support Representative IV 2

Other Internal/External Interactions

• Management Teams
• Store Operations
• PFG Customers
• Business partners: Lending, Product, Marketing, Legal, Compliance, Risk, Cash Management, Business Intelligence

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.
While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.

Position Type/Expected Hours of Work
This is a full-time, hybrid position based at the corporate office; candidates must be local to the DFW area. Normal hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. Because the Support Services teams operate Monday through Friday, 6:15 a.m. to 9:00 p.m., and Saturday, 7:30 a.m. to 8:30 p.m., extended hours and occasional weekend work may be required.

Travel
N/A

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.

Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement
Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.

Qualifications

Education

Preferred

Bachelor's Degree or better in Business Administration or related field.

Experience

Required

5 years:

Experience in a contact center environment required.

3 years:

Experience developing SOPs, work instructions, job aids, and knowledge management processes required.

Preferred

Working knowledge of contact center operations, workforce management, and quality assurance practices and systems.

Experience leading process improvement initiatives and operational change management efforts.

Proficiency in Microsoft Office, including advanced Excel for reporting and data analysis.

Experience using a speech analytics tool required; CallMiner preferred.

Experience working in a regulated environment, such as financial services, preferred.

Experience with Alvaria (contact center) and IBM i (AS400) preferred.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.