Operations Team Manager | Underwriting Team

 Job Duties and Responsibilities:

• Manage day-to-day activities and workflow, including work assignment, prioritization, staffing coverage, and timely task completion.
• Lead, coach, and develop staff through regular one-on-one and team meetings, ongoing feedback, training, and performance management.
• Monitor individual and team performance against established KPIs, productivity targets, turnaround times, quality standards, and service levels; analyze results, identify trends or performance gaps, and implement appropriate action plans.
• Hold team members accountable for performance expectations and implement coaching or performance improvement plans when necessary.
• Monitor adherence to policies, procedures, guidelines, and company standards, and work with Quality Management and Quality Assurance to identify recurring issues and implement corrective actions.
• Prepare and deliver monthly, quarterly, and annual KPI and performance reports, providing management with updates on team performance, staffing, operational challenges, and recommendations.
• Identify and implement process and procedure improvements to increase efficiency, consistency, quality, and cost-effectiveness.
• Serve as a liaison between departments to ensure effective communication, resolve issues, and improve cross-departmental workflows.
• Communicate changes to policies, procedures, processes, products, and company expectations to the team and ensure appropriate implementation.
• Assist with workforce planning, staffing needs, scheduling, and workload distribution based on business volume and departmental requirements.
• Support recruitment, onboarding, and training for new employees, and coordinate with Human Resources on attendance, scheduling, and other employee-related matters.
• Maintain accurate departmental records related to performance, productivity, quality, and KPIs.
• May assist with escalated matters by coordinating with the appropriate personnel.
• May be required to perform other tasks and duties reasonably related to job responsibilities.

Experience/Knowledge, Skills & Abilities:

• Bachelor's degree in Business, Finance, Economics, Management, or a related field is preferred.
• Relevant professional certifications, training, or coursework in management, business, finance, or related fields is a plus.
• C1 proficiency in written and spoken English.
• 4+ years of relevant professional experience, including prior supervisory or management experience; experience managing a team in a financial services, banking, lending, or related environment is preferred.
• Strong people-management and leadership skills, with the ability to motivate, coach, develop, and hold employees accountable.
• Strong understanding of KPIs, productivity metrics, performance reporting, and operational performance, with the ability to analyze data, identify trends, and develop action plans.
• Strong organizational skills, with the ability to manage workflow, prioritize competing business needs, and work effectively in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to work effectively with employees, managers, senior leadership, and other departments.
• Strong problem-solving, decision-making, and critical-thinking skills, with the ability to identify operational issues, determine appropriate solutions, and escalate matters when necessary.
• Strong attention to detail and commitment to accuracy and quality.
• Ability to prepare, interpret, and present performance and KPI reports to management.
• Ability to work independently while collaborating effectively across departments.
• Familiarity with U.S. business culture and business practices.
• Experience with financial services, lending, credit, underwriting, or revenue-based financing operations is preferred.
• Self-starter with the ability to quickly learn and adapt to existing and new procedures, and in turn work independently in a reliable and trustworthy manner.
  
  📍 Tirane | On-site    
  📅 E Hene – E Premte    
  🕝 Turne te alternuara: 14:30–22:30 / 16:00–00:00    
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