Back Office Operations Manager

The Back Office Operations Manager will lead and manage the daily operations for Spring Oaks Capital’s Back Office team which involves responsibilities for the coaching, performance management, and development of 6 to 10 team members. This position currently manages 18 various workstreams, including processing of the inbound mail, bankruptcy proof of claim (POC), bankruptcy email box, lien releases, etc.

Overview of Responsibilities:

· Responsible for creating, managing, and executing daily work lists within the Back Office processes to drive operational excellence

· Coach/train/develop Back Office staff for high standards of quality and productivity

· Manage processing of inbound mail for appropriate recording and distribution of work

· Manage the bankruptcy proof of claim process

· Support payment processing functions

· Develop and/or update policies and procedures for all Back Office functions

· Develop and maintain all Back Office Reporting

· Internal audit of Back Office functions to ensure department is adhering to all audit, policy, and regulatory requirements

· Identify opportunities for process improvements to drive effectiveness and efficiencies

· Resolve escalated consumer concerns

· Perform other duties as assigned

Skills/Abilities:

· Demonstrated ability to lead others

· Ability to influence and drive results

· Process information quickly and accurately

· Prioritize and multi-task with high volume workloads to meet all deadlines

· Must be detail oriented and process oriented

· Respond quickly to shifting department needs and adjust priorities accordingly

· Understand and apply new concepts; analyze information and evaluate results

· Effectively deal with complex customer situations

· Excellent oral and written communication skills

Experience and Education:

· Previous leadership experience in customer service or collections environment

· Document retention policy and collections industry knowledge a plus

· Payment processing and audit controls knowledge/experience a plus

· Bankruptcy processing a plus

· Proficient with Microsoft Office tools such as Excel, SharePoint, Teams, Outlook

· High School Diploma or equivalent (Required)

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer in an office environment