Director, Credit Operations Support

Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Position Summary

We are seeking a Director, Credit Operations Support like you to join our amazing CFNA team.

This position is responsible for the overall leadership of Credit Operations back-office functions. This team is responsible for various processes, including, but not limited to, fraud prevention and detection, operations reporting, Workforce Management, ACD & IVR, Quality Assurance, Training & Development and compliance.

Bridgestone was born from a passion for contributing to society’s advancement and improving the lives of people everywhere. It’s the foundation of our commitment to services, quality and innovation that provides a springboard for the way forward in technology, sustainability and more.

Responsibilities

In this role, your primary responsibilities will include:

Primary Duties:

• Delivers strategic and operational leadership in support of enterprise objectives
• Develops and implements goals, objectives, policies, and priorities for the department
• Assists in the development and administration of department budget; forecasts additional funds needed for staffing, equipment, materials, and supplies; directs the monitoring and approval of department expenditures
• Directs a team of managers. Works to develop employee skills, evaluates performance, provides feedback, and oversees resolution of employee relations issues within the department
• Consistently exercises independent judgment and discretion in matters of significance
• Provides daily guidance to the department with a hands on approach
• Delivers results that include measurable ROI, strategic innovation, performance reporting and people development
• Enhances and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement performance and goals.
• Proven experience developing and managing metrics, ensuring customer satisfaction, and reporting overall performance levels related to Operations and the call centers
• Insures compliance with regulatory guidelines and standards
• Establishes and maintains relationships with key personnel within the organization
• Identifies and influences leadership to facilitate improved performance across Operations
• Oversees the development of training and training solutions to maximize performance and results for the Operations areas
• Oversees and directs the Operation Support technical team to manage the technical aspects of business support with assigned systems and technology
• Evaluates trends related to the business to provide insight and recommendations to enhance current processes (complaints, Fraud, etc.)
• In conjunction with Compliance, reviews and disseminates information regarding new laws and regulations

Required Education and Experience:

• Bachelor’s degree (MBA Preferred)
• 10 years management experience in banking and/or call center
• Excellent verbal and written skills
• Collaborative with a strong desire to work in a team environment
• Outstanding critical thinking and analytical skills
  

Key Competencies

• Critical thinking and problem solving skills
• Planning and organizing
• Decision making
• Negotiation skills
• Persuasiveness
• Influencing and leading
• Delegation
• Teamwork
• Negotiation

Bachelor’s degree; 8 years of relevant experience including 5 years management or leadership experience Or Master’s degree; 6 years of relevant experience including 4-5 years management or leadership experience.

We are building a team as diverse as the world we serve. We believe in championing all perspectives, individuals, and teams. If you find this opportunity compelling, we encourage to apply.