Lending Operations Lead, Cash App

Job Description
We are looking for an experienced Lending Operations Team Lead to drive and manage advocates that service our Lending products. This may also include some operations management as you create, manage, and implement new processes and procedures for your vertical. You will report to the Lending Operations Manager and play an important hands-on leadership role in managing teams for this growing part of our business. You need to be flexible and have the capabilities and desire to build from the ground up and improve on existing workstreams, as we are growing and changing rapidly to build lending products for our users.
What you’ll be accountable for:
Operational Management:
Develop, implement and manage recovery strategies in consumer lending
Build and manage a variety of operational processes from scratch to support consumer lending
Ensure the effectiveness of existing processes, and implement new policies to allow greater efficiency in the performance of the groups functions.
Drive program development of QA and Training processes for Lending Operations, and create processes to support rapid product changes
Partner and drive internal resources to ensure internal recovery strategy is implemented
Measure performance against industry standards and improve processes and personnel
Leadership and Development:
Coach and mentor team members with a focus on professional development and upstream thinking
Utilize strong de-escalation skills to assist customers in need
Identify areas for process improvement and work toward implementation
Engage and use your team to influence and recommend changes to evolving recovery processes
Partner with Compliance and Product Counsel to ensure all processes are developed in accordance with state and federal laws and guidelines
Additional responsibilities:
Provide performance management for developing employees
Act as an escalation point for agents and take personal ownership and ensure resolution of issue as required
Monitor quality, productivity, and service standards of the team to ensure KPIs are delivered
Ensure changes are communicated with team members and clear expectations are set
Engage team with group meetings and 1:
1 meetings
Lead the hiring process and ensure a smooth transition to the Lending team
Engage and use your team to influence and recommend changes to evolving processes
Report to group lead on advocate engagement/performance and driving factors
Managing scheduling and overseeing team productivity on a daily/weekly/quarterly basis
Engage and use your team to influence and recommend changes to evolving processes