Job offer: Operations Manager

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of an Australian online credit platform that is expanding its operations. They are seeking an Operations Manager - AU Consumer Lender (Remote). This role is responsible for managing a variety of operational aspects, including cloud-based loan management systems, call center teams, and operational reporting. The position offers a work-from-home arrangement.

About the Role:
The Operations Manager will oversee the day-to-day operations of a Micro and Small Amount Credit Contract (MACC) lender based in Australia, with a specific focus on the online lending sector. The successful candidate will be based in the Philippines and will be responsible for managing a variety of operational aspects, including cloud-based loan management systems, call center teams, and operational reporting. The candidate should have extensive experience working in an online lending environment, particularly with MACC or payday lenders, and will play a critical role in ensuring smooth operations and achieving business goals.

Key Job Responsibilities:
Operational Management:

• Oversee daily operational functions, ensuring effective workflow and processes in loan applications, approvals, and customer management.
• Ensure that the Loan Management System (LMS) is efficiently used to process loan applications, disbursements, and repayments.
• Collaborate closely with the finance and compliance teams to ensure all operations adhere to local and international lending regulations, especially MACC regulations in Australia.
• Implement operational strategies to meet or exceed company KPIs, focusing on loan volume, repayment rates, and customer satisfaction.

Call Centre Management:

• Manage and coordinate call center staff, ensuring high levels of customer service in handling inbound and outbound calls.
• Monitor call center performance through key metrics, such as call handling time, customer satisfaction scores, and sales/conversion rates.
• Develop training programs and materials for call center agents to improve communication, efficiency, and regulatory compliance.

Cloud-Based Systems:

• Oversee and maintain the Loan Management System (LMS) and other cloud-based platforms, ensuring optimal functionality and seamless integration with other business systems.
• Liaise with technology vendors and IT teams to troubleshoot issues and ensure system enhancements.
• Ensure that all data management processes are secure and compliant with relevant data protection laws and regulations.

Reporting & Analysis:

• Provide regular reports to the owners and directors on key operational metrics, including loan processing times, approval rates, call center performance, and customer feedback.
• Analyze data from various systems to provide actionable insights and recommendations for operational improvements.
• Prepare monthly, quarterly, and annual performance reports in collaboration with finance and other key departments.

Leadership & Team Management:

• Lead and mentor a team of call center agents, loan processors, and support staff to ensure high morale, productivity, and adherence to company policies.
• Foster a positive working environment, encouraging teamwork and continuous improvement.
• Handle recruitment, training, and performance evaluations for the operations team.

Customer Service & Satisfaction:

• Ensure that the customer journey from loan application to repayment is seamless, transparent, and customer-centric.
• Implement feedback mechanisms to capture customer concerns and use the data to enhance service delivery.
• Work with the marketing and customer service teams to ensure consistency in communication and branding across all touchpoints.

Key Job Qualifications:
Experience

• Minimum 5 years of experience in operational management roles within the online lending sector, particularly in a MACC or payday lending environment.
• Experience working with cloud-based loan management systems and customer relationship management (CRM) software.
• Demonstrated experience managing call center operations, including staff training, performance management, and call quality monitoring.
• Proven track record of successfully managing cross-functional teams, reporting to stakeholders, and ensuring regulatory compliance.

Technical Skills:

• Proficient in cloud-based Loan Management Systems (LMS) and associated fintech tools.
• Familiarity with CRM platforms, project management software, and call center management tools.
• Advanced knowledge of data analytics and reporting tools (e.g., Excel, Google Sheets, Power BI).

Communication:

• Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
• Experience in developing and delivering reports, proposals, and presentations to senior management.

Leadership & Problem Solving:

• Strong leadership skills with the ability to manage, motivate, and develop remote teams.
• Proactive problem-solving mindset with a focus on continuous improvement and operational efficiency.