VP, Operations & Lender

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers.

We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The VP, Operations & Lender Support will be responsible for the operational vision, leadership, management and administration of Origence Lending Services (OLS), the business process outsourcing (BPO) division of Origence. Lead the OLS operations team including implementations, processing, underwriting, funding, contact center, quality assurance, and training functions.

• Provide the operational vision and leadership necessary to meet OLS’s strategic objectives for growth, diversification, and operational excellence.
• Demonstrate quality analysis and judgment in planning, implementation, and execution of business initiatives. Identify required resources and timelines to achieve set goals. Analyze the impact of changing business conditions and adjust operational plans to maximize value for OLS and its clients.
• Coach, support, and manage staff. Collaborate with recruiting on talent acquisition efforts. Lead talent development and retention through effective management of department leadership, the application of internal and external resources and programs, and significant personal engagement.
• Focus on continuous business improvement by developing meaningful performance metrics, analyzing results, implementing program enhancements, and providing services that create value (e.g., increase revenue, reduce costs, or improve experience) for OLS and its clients.

• Engage directly with clients, when appropriate, to ensure satisfaction with current service and to gather intelligence on improving competitive differentiation and/or expansion opportunities.
• Continuously and effectively work collaboratively across all business units within the organization to meet collective goals and objectives.
• Develop and present insightful reports and presentations for internal and external stakeholders.
• Actively participate in prospecting and client calls, presentations, and events as needed.
• Develop relevant resource materials and facilitate training for internal and external partners and clients.

• Bachelor’s Degree in Business, or combination of related certifications and experience.

• 5+ years in a senior leadership position for consumer lending at a credit union, bank, or consumer finance company.
• 10+ years of consumer loan origination experience (underwriting and processing) with a financial institution or relevant provider.
• Success in building sound and scalable operational programs (teams, practices, policies and procedures) in a growth-oriented business with the challenge of conflicting priorities and resource constraints.
• Indirect auto lending and management of multiple product lines (e.g., card, consumer, mortgage, etc.) required.
• Contact center and remote delivery experience is highly preferred.
• Success managing large teams across multiple business units with direct and indirect reports in a high-volume, fast-paced support environment.
• Experience managing remote teams is a plus.
• Experience in creating and managing meaningful operational key performance indicators (KPIs), as well as experience in developing and managing the tools and processes required to produce actionable insights that drive continuous improvement.
• Experience with sophisticated loan origination systems required, and product development experience preferred.

• Ability to lead large multi-functional teams with little direction or oversight
• Comfortable working with aggressive goals and balancing conflicting priorities in a fluid environment
• Strong empathy for customers and a passion for client retention, revenue and growth
• Ability to manage influence through collaboration, persuasion, negotiation, and consensus building
• Excellent collaboration and communications skills including C-Level presentation skills
• Analytical and process-oriented mindset
• Up to date with modern technologies & tools for managing lending operations
• Enthusiastic and creative leader with the ability to inspire others
• Strong organization and planning skills
• Extensive expertise in staff training, development and team building
• Solid understanding of business contracting
• Clear understanding and successful execution of change management concepts
• A change agent in operational processes with an…