P1 - Director of Operations

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Essential Functions and Responsibilities

• Manages and supervises daily activities to ensure smooth and efficient functioning of the operations, service and recovery teams.
• Assists with development and implement of best practices, strategies to enhance operational efficiency, productivity and quality control standards while maintaining service excellence.
• Ensures engagement and understanding of objectives through checkpoint meetings, goal setting, coaching, feedback, and assist in conducting performance reviews as and when necessary.
• Collaborates with Team Leads, AVP/VPs to identify areas of improvement and implement solutions.
• Monitors, manage and review analytics team to identify trends in key performance indicators (KPIs) and drive continuous improvement.
• Optimizes resource allocation, staffing levels, and workflow.
• Assists in the interview, recruitment and training processes for the team.
• Ensures compliance with regulations, company policies and procedures.
• Works with Risk Management team to implement effective risk management strategies to mitigate credit and operational risks.
• Works closely with Service Team on key accounts.
• Fosters a culture of teamwork, accountability, and continuous learning.
• Generates and review and report on operations analytics.
• Provides leadership, guidance, and mentorship to Team Leads and their staff

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have excellent communication skills in English, both verbal and written
• Must have basic knowledge of Microsoft Office
• Must have the ability to understand all business processes within the credit union
• Must be resourceful and well organized, with strong attention to detail, and problem-solving skills
• Must have exceptional communication and interpersonal skills to effectively collaborate with stakeholders and employees at all levels.
• Good reasoning abilities and sound judgment required
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be dedicated to meeting the expectations and requirements of internal and external customers.
• Must have strong leadership and team management abilities, with the capability to motivate and develop teams.
• Must be able to train, mentor, and motivate others effectively.
• Must be able to develop and implement a plan, adapt and communicate change effectively, build commitment, and overcome resistance.
• Must have the ability to multi-task and stay focused at high levels of productivity.
• Must have the ability to provide excellent customer service while meeting operating deadlines.
• Must have high integrity, values-based professional; demonstrated ability to balance work-life demands amid time pressure and foster healthy, trusting internal and external business relationships.
• Must have effective organizational and time management skills.
• Should become knowledgeable of P1 Finance’s best practices, policies, and procedures while demonstrating a strong commitment to providing excellent service to Truliant’s members.

Physical Requirements

•    Occasional standing, walking, bending, and stooping required
•    Must be able to sit at a desk for long periods of time and use a computer
•    Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• Bachelor’s Degree in Business or a related field required 
• 2 years of leadership experience in a customer-facing, fast-paced work environment required
• Premium finance company, retail agency or an intermediary broker (MGA, MGU or wholesaler) with equivalent or similar responsibilities preferred
• Two years of experience in operations management, preferably within the insurance or financial services industry
• Demonstrated track record of implementing process-improvements and driving operational efficiency preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant! 

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching  
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account