Manager, Operations Originations (OMS)
SoFi
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The role
SoFi is seeking an experienced Manager to assist in supporting our growth in our Personal Loan and Student Loan products. The Originations Manager is responsible for driving call center performance of our strategic business partners, while setting and delivering on strategies that improve KPIs for our Personal Loan and Student Loan products. This dynamic role will require you to drive department-wide programs while ensuring our team delivers an exceptional experience to SoFi Members and achieves KPIs. As a leader within our organization, you will ensure that our internal teams and leaders embody the SoFi culture and values to provide a consistent and valued Member experience for our Personal Loan and Student Loan products. The position will work cross-functionally as part of the SoFi Originations Team, coordinating with multiple stakeholders including global partners.
What you’ll do:
You will be responsible for overseeing the direct internal teams and driving production performance across the Originations Team in our call center. You will oversee proper coaching and development of the different teams to ensure they deliver excellent member experiences while maintaining operational efficiencies. You will also be responsible for driving key company objectives and driving a better member experience across all channels.
- Manage and motivate call center staff, including associate managers and agents, to achieve exceptional performance targets and maintain high service standards.
- Deliver exceptional call center results on key performance indicators (KPIs) such as customer satisfaction scores, complaint reduction and resolution rates, while taking proactive action to improve performance
- Provide strong leadership by living the SoFi core values and creating an engaged environment
- Prepare and deliver reporting and communicate Originations KPIs
- Organize and ensure successful delivery of Originations Regulatory Controls and Issue Management Actions
- Ensuring adherence to company policies, industry regulations, and service level agreements.
- Coordinate training or other Originations support needs
- Build trust, employee engagement, and strong relationships within the Originations ecosystem
- Assist with driving the Originations organization towards having the best culture in the world by incorporating key SoFi values into everything we do at SoFi
What you’ll need:
- Preferred Bachelor’s degree
- 3+ years of management experience
- 3+ years of call center experience
- 5+ years of general customer service experience
Experience driving large initiatives or managing projects
- Ability to identify friction points for customers or team members, along with driving process improvements
- Strong analytical skills
- Ability to create and present data to key decision-makers
- Willingness to work with front line team members and managers to drive improvements
- Experience hiring, training, motivating, monitoring and coaching teams of customer service employees, as well as, supervisory staff
Nice to have:
- Prior experience working with Business Process Outsourcing (BPOs)
- Ability and willingness to travel internationally to partner sites as needed
