Banking Operations Supervisor

About the Role:

Our Banking Operations Supervisor coaches and develops a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a natural-born leader who loves coaching, challenging, and developing people in a competitive fashion to drive world-class results. Your job is all about partnering with the leadership team to deliver unparalleled service while fostering a fun and enriching work environment. 

We’re looking for a dedicated, people-oriented leader to guide, mentor, and inspire our team members in an ever-changing fast-paced environment that is experiencing tremendous growth.  Banking Operations is a newly formed team dedicated to servicing our customers on our recently deployed checking product as well as our roadmap of new banking products and features.  We are continually refining procedures to operationalize new products and enhancements that will propel us into a position as a premier provider of banking services.  As a leader, you will be constantly tested to motivate, challenge and inspire our team members to provide world-class customer service while maintaining a fun, collaborative, competitive, and rewarding workplace.

What You’ll Do: 

• Have clear knowledge of internal policies and procedures
• Manage team KPIs, and ensure the department exceeds goals
• Have a strong focus on Quality and an amazing Customer Experience
• Develop and manage a group of 15+ team members
• Drive your team toward exceeding operational goals, using metrics to ensure efficiency, quality, and customer experience in day-to-day operations
• Mentor, inspire and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers
• Act as the first point of escalation and troubleshooting for customer, systems, or transactional issues within the team
• Have ultimate responsibility for systems training, call, and email quality improvement within the team
• Take on additional responsibilities as assigned

What We Look For:

• 1-3 years of previous experience managing a team of specialists in a fast-paced, goal-oriented operations/call center environment
• Broad knowledge of consumer banking and/or Financial Services including, but not limited to, loan processing, onboarding new accounts, checking, savings, debit card, ACH, etc.
• Detail-oriented, analytical, and highly organized 
• Self-starter and ability to work in a fast-paced and dynamic environment 
• Strong verbal and written communication skills
• Experience in a financial service setting at a startup, branch, and/or online support center is preferred

Nice to have:

• Operations experience in loans, mobile app development, and deployment, card processors/networks 

What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

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