Sr Supervisor, SRT

At Happen Bank, we deliver clear, consistent, and reliable support for our members and our internal teams. The Service Response Team (SRT) is our flexible, cross-skilled Operations team, moving between phone and non-phone workflows across multiple lines of business to support service levels, queue coverage, and business continuity. The Sr. Supervisor, SRT leads a team of approximately 16 cross-skilled associates supporting up to 12 lines of business.

You’ll own day-to-day team leadership, performance coaching, associate development, skill readiness, and execution of the SRT support model. We’re looking for a strong frontline leader who can coach across multiple workflows, use performance data to spot trends, and build a high-performing team culture rooted in flexibility, accountability, and operational impact. You’re comfortable in a fast-paced Operations environment, balance competing priorities with ease, communicate clearly, and help your team navigate change and cross-skilling as business needs evolve.

• Lead and support a team of approximately 16 cross-skilled SRT associates who support multiple phone and non-phone functions across Operations
• Coach associates across workflows and lines of business through 1:1s, call reviews, QA results, and real-time feedback
• Use performance data, including adherence, AHT, QA, and cross-skill readiness, to identify coaching opportunities, performance gaps, training needs, and process improvements
• Support associates in maintaining proficiency across assigned skills by reinforcing procedures, sharing updates, and helping them apply feedback consistently
• Partner with the SRT Manager, WFM, L&D, QA, and department leaders to support cross-skilling, queue coverage, training readiness, and team performance
• Coach associates through complex situations, building ownership, call control, and confident resolution, while reinforcing a team culture rooted in flexibility, accountability, and continuous improvement

• 2+ years of leadership experience within Operations, including coaching, managing performance, and delivering feedback
• Experience leading or supporting a multi-skilled team preferred
• Strong ability to coach using performance data, call observations, and QA feedback, with strong attention to detail in documenting trends and follow-up actions
• Ability to balance multiple priorities and support a team working across several business areas, including through change and cross-skilling
• Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and associates
• Strong problem-solving skills, with the ability to identify trends, process gaps, and training opportunities

Lehi, Utah

The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines.

We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.

Primarily MT. While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.

Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.

The target base salary range for this position is 65,000 - 80,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank’s Total…