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• Direct daily operations and workflow, covering task allocation, priority setting, staffing coverage, and on-time completion of work.
• Guide, mentor, and strengthen employees through recurring individual and team sessions, continuous feedback, training, and performance oversight.
• Track employee and team results against KPIs, productivity goals, turnaround times, quality benchmarks, and service levels; assess outcomes, recognize trends or gaps, and introduce suitable action plans.
• Ensure team members meet performance standards and apply coaching or performance-improvement plans where needed. Oversee compliance with company policies, procedures, guidelines, and standards, while partnering with Quality Management and Quality Assurance to resolve recurring issues through corrective measures.
• Produce and present monthly, quarterly, and annual KPI and performance reports, updating management on team performance, staffing, operational obstacles, and proposed actions.
• Find and introduce enhancements to processes and procedures that improve efficiency, consistency, quality, and cost-effectiveness.
• Act as the connecting point between departments to support clear communication, address problems, and strengthen interdepartmental workflows.
• Inform the team about updates to policies, procedures, processes, products, and company expectations, ensuring they are implemented appropriately.
• Contribute to workforce planning, staffing requirements, scheduling, and workload allocation in line with business volume and departmental needs.
• Help recruit, onboard, and train new staff, and work with Human Resources on attendance, scheduling, and other employee matters.
• Keep precise departmental documentation relating to performance, productivity, quality, and KPIs.
• Provide support on escalated matters by coordinating with the relevant personnel when required.
• Carry out additional tasks and responsibilities that are reasonably connected to the role when necessary.

Qualifications

Experience, knowledge, skills and abilities

• A Bachelor's degree in Business, Finance, Economics, Management, or a comparable discipline is preferred.
• Professional certifications, training, or coursework relevant to management, business, finance, or similar fields are advantageous.
• Written and spoken English at C1 level.
• At least 4 years of relevant professional experience, including earlier supervisory or management work; experience leading a team in financial services, banking, lending, or a related setting is preferred.
• Proven leadership and people-management capabilities, including the capacity to motivate, coach, develop, and hold employees accountable.
• Strong knowledge of KPIs, productivity measures, performance reporting, and operational performance, along with the ability to analyze data, identify patterns, and create action plans.
• Excellent organizational ability to coordinate workflow, balance competing business priorities, and perform effectively in a fast-paced setting.
• Outstanding communication and interpersonal abilities for working productively with employees, managers, senior leadership, and other departments.
• Strong critical-thinking, problem-solving, and decision-making skills, including the ability to recognize operational concerns, select suitable solutions, and escalate issues when appropriate.
• Careful attention to detail and a strong focus on accuracy and quality.
• Ability to prepare, interpret, and present performance and KPI reports for management.
• Capacity to work autonomously while maintaining effective collaboration across departments.
• Familiarity with U.S. business culture and business practices.
• Experience in financial services, lending, credit, underwriting, or revenue-based financing operations is preferred.
• A self-directed professional who can learn and adapt quickly to current and new procedures, then work independently with reliability and trustworthiness.

• Direct daily operations and workflow, covering task allocation, priority setting, staffing coverage, and on-time completion of work.
• Guide, mentor, and strengthen employees through recurring individual and team sessions, continuous feedback, training, and performance oversight.
• Track employee and team results against KPIs, productivity goals, turnaround times, quality benchmarks, and service levels; assess outcomes, recognize trends or gaps, and introduce suitable action plans.
• Ensure team members meet performance standards and apply coaching or performance-improvement plans where needed. Oversee compliance with company policies, procedures, guidelines, and standards, while partnering with Quality Management and Quality Assurance to resolve recurring issues through corrective measures.
• Produce and present monthly, quarterly, and annual KPI and performance reports, updating management on team performance, staffing, operational obstacles, and proposed actions.
• Find and introduce enhancements to processes and procedures that improve efficiency, consistency, quality, and cost-effectiveness.
• Act as the connecting point between departments to support clear communication, address problems, and strengthen interdepartmental workflows.
• Inform the team about updates to policies, procedures, processes, products, and company expectations, ensuring they are implemented appropriately.
• Contribute to workforce planning, staffing requirements, scheduling, and workload allocation in line with business volume and departmental needs.
• Help recruit, onboard, and train new staff, and work with Human Resources on attendance, scheduling, and other employee matters.
• Keep precise departmental documentation relating to performance, productivity, quality, and KPIs.
• Provide support on escalated matters by coordinating with the relevant personnel when required.
• Carry out additional tasks and responsibilities that are reasonably connected to the role when necessary.

Qualifications

Experience, knowledge, skills and abilities

• A Bachelor's degree in Business, Finance, Economics, Management, or a comparable discipline is preferred.
• Professional certifications, training, or coursework relevant to management, business, finance, or similar fields are advantageous.
• Written and spoken English at C1 level.
• At least 4 years of relevant professional experience, including earlier supervisory or management work; experience leading a team in financial services, banking, lending, or a related setting is preferred.
• Proven leadership and people-management capabilities, including the capacity to motivate, coach, develop, and hold employees accountable.
• Strong knowledge of KPIs, productivity measures, performance reporting, and operational performance, along with the ability to analyze data, identify patterns, and create action plans.
• Excellent organizational ability to coordinate workflow, balance competing business priorities, and perform effectively in a fast-paced setting.
• Outstanding communication and interpersonal abilities for working productively with employees, managers, senior leadership, and other departments.
• Strong critical-thinking, problem-solving, and decision-making skills, including the ability to recognize operational concerns, select suitable solutions, and escalate issues when appropriate.
• Careful attention to detail and a strong focus on accuracy and quality.
• Ability to prepare, interpret, and present performance and KPI reports for management.
• Capacity to work autonomously while maintaining effective collaboration across departments.
• Familiarity with U.S. business culture and business practices.
• Experience in financial services, lending, credit, underwriting, or revenue-based financing operations is preferred.
• A self-directed professional who can learn and adapt quickly to current and new procedures, then work independently with reliability and trustworthiness.