Director of Operations

About GRT Financial

GRT Financial, Inc. is a licensed debt settlement company focused on providing cost-effective representation to clients seeking to negotiate the reduction of unsecured debt. GRT Financial is built on the premise of providing the very best service to its customers. To ensure the very best service, GRT Financial ties its own success to that of its clients. We do not get paid unless we settle your debts and take pride in being transparent with our fees and practices.

Position Overview

The Director of Operations is responsible for overseeing and leading all departments that deliver product services and support to our clients. These departments consist of: Client Services, Mail and Correspondence Processing, Settlement Negotiations, and Client Payment Processing. The Director will strive to continually improve the level of service our clients receive by pursuing operational efficiencies, adapting systems and strategy to leverage modern technology, growing strong leaders, and hitting performance metrics through incentives and accountability.

Duties & Responsibilities

•       Manages and develops Supervisors and Managers to deliver best-in-class client experience.

•       Oversees successful and timely staffing of needed roles in department.

•       Conducts performance reviews, motivates team members, and creates strategies to improve client experience.

•       Develop strategic relationships with valuable creditor contacts.

•       Develop, report on, adapt, and hold staff accountable to key performance indicators that drive company goals.

•       Ensures departments adhere to company policies and procedures.

•       Recognizes and develops high-performing employees, and foster career growth and advancement opportunities.

•       Strategically plans, tracks, and executes short and long-term projects that support overall team and company goals, and product or service enhancements.

•       Develops creative compensation plans to drive teams to exceed company metrics.

•       Collaborate with affiliates and leadership to foster an excellent affiliate experience.

•       Works with staff, supervisors, and senior management to identify opportunities and implement changes to improve operating processes, both for effectiveness and efficiency.

•       Adheres to departmental and individual goals, as well as service initiatives.

•       Handle client escalations and complaints as needed.

•       Performs other related duties as assigned.

Required Skills & Abilities

•       Proven ability to develop, implement and manage customer service operations.

•       Proven ability to develop, implement and manage performance-based roles/departments.

•       Experience in managing processing of mail, emails, faxes, and other mediums.

•       Experience running operations in a call center or other high-paced environment.

•       Excellent communication and customer service skills are required.

•       Strong and effective interpersonal and communication skills to work effectively with team members, internal partners, and clients.

•       Proven leader with a strong ability to build positive relationships.

•       Excellent verbal and written communication skills.

•       Excellent organizational skills and attention to detail.

•       Ability to work independently.

Required Education & Experience

•       Bachelor’s degree required.

•       5+ years in a client services call center environment.

•       7+ years of experience managing or supervising a team in a client service environment.

Compensation: The salary range for this role is $119,900 to $135,700, depending on experience.

Preferred Education & Experience

•       3+ years of experience in debt resolution, debt settlement, or debt collection.

Physical Requirements

•       Prolonged periods sitting at a desk and working on a computer.

•       Must be able to lift 15 pounds at times.

#LI-DP1