Operations Support Manager

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 Call Miner, 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…