Operations Manager, Service Centers
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Wilmington, DE 19806
OneMain Financial is the country’s largest lending-exclusive financial company. With nearly 1,600 branches across 44 states, we proudly offer safe, affordable and transparent installment loans to millions of people. We are building on our foundation by investing in our digital capabilities and innovative, personalized ways to engage with our customers. Our customers turn to us to meet important financial needs, including debt consolidation, medical expenses, household bills, home improvements and auto purchases.
OneMain is constantly innovating to serve customers when, where and how they want. Our steadfast commitment to doing the right thing extends to our customers, our employees and the communities where we live and work – a mission that hasn’t changed for more than 100 years.
We currently have an opportunity for an Operations Manager to join our Service Center team. This leadership position can be based in one of our Service Center or headquarter locations in Evansville IN, Tempe AZ, or Wilmington DE.
The Operations Manager will be responsible for the direction and oversight of a centralized sales team and focus on contact strategy and call analytics, follow up and pipeline execution strategies, and improvements to the customer experience within Centralized Sales.
Our Centralized Sales group is in an environment with high energy, driving high performance to achieve operational goals and metrics. Primary responsibility is to work with call delivery and analytical partners, optimize strategies for each business vertical, maximize contact and pull through rates, and call process execution. Other responsibilities include:
+ Maximizing the performance of a high performing sales team including sales supervisors and sales representatives
+ Optimization of outbound and inbound call strategies
+ Provide strategic execution assessments to drive sales force activities in order to meet or exceed goals
+ Analyze and prepare sales forecasts and business reviews to create sales strategies
+ Implement key sales strategies to drive sales growth
+ Collaborate with key partners within the company to achieve results
+ Continuously learn automotive lending product knowledge and monitor competitive activity and trends within the automotive lending market. Formulate competitive solutions to meet or exceed sales goals
+ Foster a high energy, top quality team culture with exemplary customer service standards
+ Communicate performance level expectations, providing constructive feedback and establishing an accountability culture with the team
+ Collaboration with Workforce management to drive business SLA’s and staffing levels based on call volume
The ideal candidate will have a bachelor’s degree or equivalent experience, plus 3 years of experience building sales and call strategies. We also seek the following:
+ Successful track record in sales leadership. Experience with consumer & auto lending a strong plus
+ Analytical mindset with ability to interpret large data sets to drive results
+ Strong presentation skills with excellent communication skills to build enduring relationships. Excellent customer service and time management skills with the ability to build relationships and partnerships
+ Passionate about driving and delivering results with demonstrated ability to accomplish results from direct reports and influencing without formal authority
+ Proven ability to adapt to changing market forces to meet and exceed deadlines and goals personally and as a team
+ Influencing and negotiation skills to work with internal and external resources and stakeholders
+ Solid Microsoft Word, Excel and PowerPoint skills for the purpose of developing useful and accurate reports
+ Ability to translate and drive business call strategy
OneMain Financial is proud to of our internal professional growth opportunities through training and development.
At OneMain, we understand that for our team members to be their best, they need the right opportunities and benefits. Our comprehensive benefits package for full-time and some part-time employees includes health and well-being options for team members and dependents, up to 4% matching 401(k), tuition reimbursement, continuing education, incentive pay, paid time off, paid volunteer time and more.
OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.