Auto Refinance Department Operations Manager - (Hybrid)
Core
Lead a multi-function team of ~40 associates and 3 senior leaders to manage customer escalations, fraud operations, and specialty processes for auto refinance.
Role type
Senior Operations Manager (People Leadership & Process Management)
Builds
Customer experience frameworks, fraud control models, and operational roadmaps for auto financing operations.
Domain
Auto Finance / Financial Services Operations
Required skills
People leadership, call center operations management, fraud operations, cross-functional collaboration, data-driven decision making, process improvement, vendor management, coaching and training design
Preferred skills
Auto financing industry experience, process management expertise, external vendor partnership experience
Technologies
Sentinel, IEI framework
Responsibilities
Monitor backlog health of Fraud queue and guide resolution of complex problems; Develop interaction models for critical escalations; Gather escalation trends to identify training gaps; Monitor intra-day performance of call center and funding to deploy flex associates; Establish consistent coaching frameworks and quality calibrations; Partner with product teams to solve gaps in process and agent tools.
Seniority
Senior, hands-on IC with strategic oversight
