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Senior Operations Leader

2 months ago

Sacramento, California, United States The Ladders Full time
POSITION: SENIOR OPERATIONS MANAGER

STATUS: EXEMPT

REPORTS TO: VICE PRESIDENT - OPERATIONS

DEPARTMENT: ACCOUNT SERVICES

JOB CODE: 11720

SALARY RANGE: $129,400.00 - $140,000.00 ANNUALLY

OVERVIEW:

The Senior Operations Manager plays a pivotal role in enhancing and sustaining the performance of the Deposit Servicing division while preparing for future growth at The Ladders. This position encompasses all servicing-related functions, including compliance with legal requests, records management, and privacy regulations. The key objectives for this role include:
  • Building a High-Performing Team - Cultivating, mentoring, and guiding talent.
  • Managing Risk - Taking ownership of process-related risks.
  • Ensuring Efficient Processes - Overseeing all operational processes, including requirements, systems, outcomes, member experience, metrics, and communication.
  • Fostering Collaborative Relationships.
RESPONSIBILITIES:
  • Lead and inspire a large team in a fast-paced environment, focusing on career development, performance management, and employee engagement.
  • Utilize Key Performance Indicators (KPIs) to manage performance across personnel, processes, and technology, aiming to meet productivity goals, reduce costs, and enhance member service.
  • Collaborate with cross-functional teams to refine systems and processes, continuously identifying and prioritizing improvement opportunities.
  • Document and uphold operational standards, including policies, procedures, and business continuity plans.
  • Work closely with compliance and audit teams to ensure adherence to regulations and risk management protocols.
  • Lead departmental projects and support strategic initiatives by defining requirements and success metrics, ensuring readiness through training and performance evaluation.
  • Oversee third-party service activities and vendor performance as the primary business unit owner.
  • Address member concerns and trends to maintain high service standards.
  • Exemplify and promote behaviors aligned with organizational values and mission.
  • Hold oneself and others accountable for commitments and expectations.
  • Maintain knowledge of relevant regulatory requirements and risks, implementing controls to mitigate these risks while ensuring operational integrity.
SKILLS AND QUALIFICATIONS:
  • EDUCATION: Bachelor's Degree in a relevant field or equivalent experience.
  • EXPERIENCE: A minimum of seven years in progressively responsible management roles within a financial institution, overseeing operational teams.
  • KNOWLEDGE/SKILLS:
  • Proven leadership and talent management capabilities, with a history of guiding large teams.
  • Strong delegation skills while maintaining operational oversight.
  • Ability to prioritize and achieve results in a dynamic, deadline-driven environment.
  • Attention to detail and a strong sense of ownership.
  • Proficient in conflict resolution and negotiation.
  • Excellent analytical and problem-solving skills.
  • High energy and a proactive approach to new initiatives.
  • Ability to thrive in a collaborative, cross-functional team setting.
  • Self-motivated with a strong risk management mindset.
  • Capability to manage multiple priorities effectively.
  • Sound judgment and confidence in decision-making.
PHYSICAL REQUIREMENTS:
  • Prolonged periods of sitting to complete tasks.
  • Occasional travel may be required for technology evaluations and meetings.
  • Ability to lift up to 20 lbs. as necessary.
LICENSES/CERTIFICATIONS: A valid driver's license is preferred but not mandatory.

OTHER DETAILS:
  • Job Family: Senior Manager
  • Job Function: Senior Manager
  • Pay Type: Hourly
  • Employment Type: Flex/Hybrid