Manager, Operational Excellence

Overview:This role will be responsible for leading the Quality and Continuous Improvement within the PAS operation, with the vision of establishing and maintaining a continuous improvement culture, within the team, focused on high quality processes, utilization of technology, project delivery, analysis / reporting and enhance our operational procedures.Duties include:- Gather feedback from internal clients (meetings, focus groups, surveys, etc.) to identify process pain points and propose solutions to eliminate them- Develop and maintain a framework for predictive and operational analytics, to aid the operational teams and Retail managers to take data driven decisions in their areas- Support PAS leadership in various business management topics, like new process implementation, audit preparations, internal controls, Compliance Action Plans, etc.- Develop and maintain PAS controls and monitoring, anticipate, and identify business risk, and monitor progress culminating in monthly reviews that compare actual performance with business expectations and report risk trends through frequent communication.- Ensure that adequate and accurate reporting is in place to manage business trends and identify areas where we can improve and grow.Lead a small team of analysts to support in the delivery and documentation of projects.**Responsibilities**:- Improve operational management systems, procedures, processes and best practices- Help the organization's processes remain legally compliant- Examine financial data and use them to improve profitability- Manage budgets and forecasts- Lead cross-functional projects using advanced data modeling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.- Build, develop and maintain data models, reporting systems, data automation systems, dashboards and performance metrics support that support key business decisions.- Design and build technical processes to address business issues.- Oversee the design and delivery of reports and insights that analyze business functions and key operations and performance metrics.- Recruit, train, develop and supervise analyst-level employees.- Ensure accuracy of data and deliverables of reporting employees with comprehensive policies and processes.- Oversee the data/report requests process: tracking requests submitted, prioritization, approval, etc.- Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements.- Anticipate future demands of initiatives related to people, technology, budget and business within your department and design/implement solutions to meet these needs.- Organize and drive successful completion of data insight initiatives through effective management of analyst and data employees and effective collaboration with stakeholders.- Communicate results and business impacts of insight initiatives to stakeholders within and outside of the company.Qualifications:- Extensive experience building and managing call centers agents is required- Experience in process and procedure review- Experience in the control of operations- Extensive experience with predictive dialers- Proven customer service skills, sales experience, and leadership ability- Sound decision making skills, drive and desire to succeed- Strong organizational and interpersonal skills- Ability to create excellent and efficient systems and processes- High attention to detail- Ability to innovate independently- Proven record of thought leadership- Strong motivation, high level of commitment and excellent teamwork skills- Ability to prioritize, manage multiple projects and meet deadlines without fail- Excellent written and verbal communication skills- Outstanding presentation skills- Proven success in managing projects- Proven experience successfully managing analytically rigorous corporate initiatives**Experience/Skills**:- This position requires 4+ yrs of experience in inbound and/or outbound sales call center management- Experience with a Data Center or other technology experience a plus- Predictive dialers- Proficiency in Word, Excel, PowerPoint, and Outlook.- English fluency is a must.LI-SG1INDCompany Overview:**ABOUT OPORTUN**Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States.Using A.I.driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities.Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday