Experienced Manager of Operations

• This is an in-office opportunity located at 20 Parker Lane, Perry, NY 14530.

Pay

• $70,000-$80,000 annually plus monthly bonus potential.
• Company paid single coverage Bronze or Silver plan health care

Experience

• 5 years of management experience in student loan collections required.

Schedule

• Monday to Friday.

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High-Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees performance to ensure a balance of optimum productivity and collection goals and budgets are met;

coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and elevate to management any situation outside the employee's control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

Job Duties and Responsibilities

Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting company values.

• Manage assigned consumer care employees performance to ensure a balance of optimum productivity, collection and budget goals are met at all times.
• Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results in order to enhance collection efforts.
• Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards, and objectives.
• Guarantee the availability of consumer care employees to answer procedural questions and/or elevate calls to management in situations out of employee’s control.
• Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
• Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care team.
• Continually keep up-to-date on system changes or system documentation methods, and ensure consumer care employees are trained accordingly.
• Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.

• Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
• Escalate to management any situation outside the employee's control that could adversely impact the service provided.
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
• Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.

Status Meetings

• Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues.
• Evaluate current level of effectiveness, initiative, and responsiveness.
• Provide continuous coaching and training.

• Coach, develop, counsel, and mentor subordinates to achieve quality performance.
• Set priorities to assist assigned staff with establishing and attaining career development goals.
• Provide ongoing training, when necessary, maintaining industry, department and company standards.
• Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
• Maintain a current performance file for each direct report.
• May review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training.
• Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
• Ensure that all subordinate staff are properly trained and ensure Coast Professional, Inc.'s policies and procedures are followed.

• Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.
• Depending on area of responsibility, Managers of Operations may be accountable for any of the following areas: assign employees responsibility for investigating and verifying financial status of prospective customers and preparing…