The Director of Consumer Lending & Shared Services is responsible for leading a multi-layered service-based organization by providing direction to four departments (Lending, Workforce Management, Quality Assurance, and Training) in multiple business locations either directly or through subordinate supervisors in efforts to meet organizational funding & business objectives. In conjunction with the VP of Consumer Lending, this position acts as a representative and ambassador to promote positive relationships and strong partnerships for the benefit of the organization, and performs other assignments as required.
Essential Duties and Responsibilities include the following:
Demonstrate effective leadership skills in multi-level organization by driving accountability through effective communication.
Coordinate the day to day activities of four call center locations managing KPIs (Key Performance Indicators); lead the effort to achieve funding target; create and deliver innovative initiatives to enhance internal efficiency and effectiveness to ensure optimal proficiencies.
Manage the lending consumer experience as measured by consumer surveys to find opportunities to improve the bottom line.
Develop and initiate policy and procedures to best execute business plans and objectives.
Maintain up to date knowledge of issues affecting the industry and develop strategies to address potential problems.
Lead Quality Assurance and Training strategies, initiatives, measurement, and performance by driving accountability.
Recruit, retain, and motivate the operational leadership teams at all locations.
Systematically cultivate and maintain long-term, collaborative relationship with key stakeholders and selected organizations to achieve mutual goals by participating in, and nurturing, broad networks of alliances to exchange knowledge and information about learning and change in support of organizational initiatives.
Education and/or Experience
Bachelor’s degree (B. A.) from four-year College or university; or five years related experience and/or training; or equivalent combination of education and experience.