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Check with seller Operations Supervisor - Laurel Road National Digital Bank Bridgeport

Published date: April 3, 2022
  • Location: Bridgeport, Connecticut, United States

Location:
855 Main St. - Bridgeport, Connecticut 06604

Why Laurel Road:
Make an Impact: We've expanded our commitment to treating doctors to financial peace of mind with expanded services beyond student loan refinancing including mortgages, personal loans, and new savings and credit products

  • Fintech brand with a strong culture and mission; but part of a larger organization with many resources
  • Innovative technology, tailored products and a commitment to premium service and the customer experience
Learn, Develop, Grow & Thrive: We are committed to growing the capabilities of our employees where you can stretch yourself and make an impact, with opportunities for growth, professional development and promotion

  • Thrive with the many Employee Benefits we offer:
o Health

o Well-Being

o Financial Wellness

o PTO

o Fitness Reimbursement

Energized Team Environment: Flexible, hybrid work arrangements (3 days in office, 2 days remote) that support and celebrate our incredible team culture

  • New, modern facility (Summer 2022) that offers a number of amenities, including:
o Snacks and beverages

o Game Room/ Media Room

o On-site Child Care

o Fitness Center

o Restaurants

  • Monthly Employee Engagement Events
Join a dedicated, fast-growing team, where innovative technology, tailored products and a commitment to premium service are giving our members the seamless experience, savings, convenience and peace of mind they need to reach their financial goals.

POSITION SUMMARY:
The Operations Supervisor monitors the efficiency of the Operations Department and applies methods to improve processes. Keeps track of key performance indicators across different functions. Monitor compliance and operational policies and procedures. Work closely with management to ensure the team is operating at an optimal level. This position will be responsible for handling escalations, coaching, training, and supporting the business to deliver exceptional service to our members. In addition, this position will be responsible for monitoring attendance, policy adherence, quality monitoring and to ensure we meet established service level agreements.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES (Duties which are critical/central to accomplishing the purpose of the job. List job duties in order of importance.):

Describe what must be accomplished.

Leads team of Operations Analysts to ensure accurate and timely completion of daily tasks
Supports Operations Manager with projects, daily research and management of the team
Develops long-term trusting relationships with internal colleagues and members to maximize results, provide growth, and ensure retention and profitability.
Result-oriented with have excellent organizational skills
Participates and contributes into required meetings providing reports or feedback.
Motivates team and maintains a strong focus to drive optimal individual and team performance.
Identifies and leads process improvements to enhance the customer experience.
On-boards new employees, works to retain valued team members and assists in staff development and ongoing training
Ensures any updates or communications are sent to team and procedures are updated.
Identifies current performance gaps and works with cross functional teams to address any deficiencies.
Shows accountability by taking ownership of the business and willingness to make member-focused decisions when needed.
Provides information on department and agent reporting to assist management in making operational decisions.
Develops recommendations to optimize performance. Makes appropriate suggestions on enhancements to management.
Partners with various teams within the customer organization in working towards achieving departmental quality goals.
Performs quality control review of tasks completed by team
Works with training & quality team and assists in developing all training materials and job aides.
Assists in writing policies and procedures.
Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

KNOWLEDGE, SKILLS and ABILITIES (Required for this job.):
3+ years of management experience
Previous experience in financial services
Detail oriented with an ability to work in a fast-paced environment.
Strong communication and presentation skills
Professional demeanor and a strong work ethic.
Proactively anticipate and solve customer concerns.
Ability to multitask and re-prioritize tasks as required.
Proven success in exceeding desired results
Proactive and enthusiastic.
Strong and Effective verbal and listening skills to provide courteous and professional customer service.
Strong ability to remain calm, courteous, and professional when handling difficult requests.
Strong ability to develop and maintain working knowledge of the organization’s products and services.
Self- motivated, resourceful, productive team member.
Must enjoy a fast paced, customer driven environment.
Ability to build positive relationship with customers and other team members.
Effective PC skills including electronic mail, internet, and industry standard applications.
Ability to learn and use additional applications as necessary.
Strong product knowledge and ability to create Job aides and training materials.
Ability to multitask and manage competing priorities.
Ability to work and accomplish goals with minimal supervision.

** Please note that this is an In-Office position. The Laurel Road office is currently located in Bridgeport, CT and will move to Shelton, CT in 2022

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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