Operations Manager

Join TriumphPay!

At TriumphPay, we believe our team members make a difference. They make a difference in the lives of their customers, their communities and with our organization as a whole. That's why we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients and the insurance companies we represent. Because at the end of the day our goal is to help our partners businesses run better.

Position Summary: Responsible for leading a team of operations specialists day-to-day tasks ranging from data entry, document/image processing, user account changes, and authentication requests. The Operations Manager will assist the AVP with principal duties in delivering superior customer experience and managing multiple back-office workflow tasks helping support TriumphPay's payment processing platform. Additionally, this position is responsible for direct supervision and evaluation of the work of the operations team.

• Create a productive, supportive work environment of highly engaged employees who create highly satisfied clients.
• Serve as the subject matter expert for internal teams for document processing and operational workflows.
• Serve as liaison between operations and product support team to coordinate enhancements, reconfiguration to UI, and provide support to fixing defects.
• Oversee the Select Carrier Program, including handling inbound inquiries.
• Provide outstanding customer service while maintaining controls to prevent loss exposure by conducting quality control assessments.
• Meet or exceed SLAs for various workflows impacting internal and external customers.
• In conjunction with the Quality and Training team: Set and achieve monthly Quality Assurance goals. Ensure employees have appropriate training and other resources to perform their jobs.
• Ensure and enable the team to maintain a connection with the clients by delivering knowledgeable insights in a friendly and prompt manner.
• Ensure team members engagement and understanding of objectives through checkpoints meetings, goal setting, and one on one sessions.
• Monitor team levels and workloads.
• Manage and resolve escalated customer communications, conflicts, or issues.
• Provide outstanding customer service while maintaining robust control procedures to mitigate loss exposure.
• Provides outstanding customer service via telephone, email, and written correspondence.
• Address operational issues and concerns in a timely fashion.
• Responsible for schedule adherence (e.g., coordination of work schedule, break time, meeting time, and lunch).
• Assist in communicating the job expectations, enforcing policies and procedures, coaching, counseling, and completing the performance appraisals as needed.
• Build strong relationships with Vendor leaders to ensure alignment with TriumphPays vision which results in meeting productivity and performance expectations.
• Assist in interviewing, recruiting, and training activities for the team.
• Provide coaching, feedback, and conduct performance reviews.
• Perform other duties as assigned.
• Assist in supervising the daily operations of the department.
• Work with the leadership team on action plans to achieve department MORs.
• Capable of identifying and completing tasks independently and with a sense of urgency.
• Educate the operations team on best practices, company policies, and service excellence standards.
• Generate operational reports for management as needed.
• Responsible for payroll review and submission to ensure correct entries.
• Promote and adhere to Triumph's mission, core values, and vision.

Experience & Education

• Bachelor's Degree in Business or a related field is strongly preferred. Associates Degree or experience in a related industry and/or a position of increased responsibility will be considered in lieu of a degree.
• Two to three years of leadership experience in a customer-facing, fast-paced work environment is strongly preferred.
• Knowledge of the general transportation and/or logistics factoring industry is strongly preferred.

• Dedicated to meeting the expectations and requirements of internal and external customers.
• Must be able to train, mentor and motivate others effectively.
• Adapt to change and develop workable implementation plans, communicate changes effectively, build commitment, and overcome resistance.
• Ability to multi-task and stay focused at high levels of productivity.
• Ability to provide excellent customer service while meeting funding deadlines.
• Excellent verbal and written communication skills.
• Ability to understand and follow written and verbal instructions and directions given by the manager.
• High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster/nurture healthy, trusting, symbiotic relationships.
• Tactful and diplomatic coaching style.
• Practical organizational and time management skills.
• Intermediate-to-advanced skills in Excel, Word, and PowerPoint.

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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!