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Credit Ops Group Manager
Ref No.: 18-04710
Location: Sioux Falls, South Dakota
The Credit Ops Group Manager leads an operation responsible for credit initiation, credit extension and credit risk management activities on Cards consumer and business portfolios. This position directly supervises 5-7 Operations Managers and oversees an operation of ~600 FTE in multiple sites and may include management of offshore FTE.
  • Direct responsibility for a ~$60MM budget. Partner with finance on budget process, speak to budget results on a monthly basis
  • Manage incoming volumes through appropriate staffing levels (capacity planning, hiring, scheduling, and overtime)
  • Responsible for driving business initiatives to meet aggressive productivity and financial targets
  • Responsible for managing to external partner expectations and may include relationship management responsibilities
  • Must have strong understanding of performance management and employee development
  • Must have strong relationship skills and ability to influence key stakeholders in Credit and Fraud Policy, Portfolio Management, Operations, Finance and other departments.
  • Ensure adherence to all regulatory requirements
  • Must ensure successful rating of audits and self-assessments
  • Consistently reaches aggressive business defined performance indicators with urgency and commitment
  • Focus on service quality and customer satisfaction
  • Motivates employee performance and continuously develops talent
  • Serve as a role model in a culture of accountability, integrity, and respect
  • Promote an environment of open communication
  • 5-7 years of progressive experience in mid-level management with responsibility for large groups (over 100 FTE) in a call center environment
  • Demonstrated leadership skills
  • Proven relationship management skills with ability to influence others and foster sense of collaboration and urgency
  • Proven ability to transfer skill set to others, meeting and defining business goals, directing strategy, and achieving results
  • Drive for continuous improvement
  • Ability to communicate business needs and business impact to staff at all levels
  • Strong analytical skills
  • Thrives in fast paced rapidly changing environment
  • Advanced oral and written communication skills
  • 5 + years credit card experience preferred
  • BA/BS or equivalent experience