Note: The job is a remote job and is open to candidates in USA. Group 1001 is seeking a Manager, Lending Operations to lead their California team. This role focuses on driving operational excellence, coaching a high-performing team, and enhancing customer experiences in financial services.
Responsibilities
- Guide and inspire a team of loan processors, account managers, and a supervisor to exceed CA performance goals
- Drive operational excellence by managing KPIs, incentives, staffing, and workflows
- Partner with the Sales team to understand Contractor needs and identify opportunities for business growth
- Champion a customer-first culture and ensure consistent, high-quality interactions across all touchpoints
- Oversee the adoption of new processes, technology updates, and system transitions to improve operational efficiency
- Collaborate with leadership to implement strategies that improve service delivery, efficiency, and operational controls
- Partner with internal audit and compliance teams to maintain adherence to policies, procedures, and regulatory requirements
- Identify opportunities to streamline processes, solve problems, and support business growth
Skills
- Bachelor's Degree or equivalent experience
- 10+ years in Customer Service or Call Center Operations
- 5+ years in a Team Leadership role
- Proven ability to lead small, specialized teams and drive operational improvements
- Methodical and inquisitive mind with a knack for using data to solve problems and enhance performance
- Excellent communicator who can motivate teams and collaborate across departments
- Comfortable with technology and workflow/process enhancements
- Ability to travel (overnight) up to 10%
- Ability to work California business hours
- Experience in Lending Operations, PACE financing, or a related Financial Services environment is a plus
- Bilingual (Spanish) written/verbal communication skills
Company Overview