Bread · 12 hours ago
Operations Manager Customer Service
Marion County, IN
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expBread Financial is a tech-forward financial services company that provides simple, personalized payment, lending, and saving solutions. The Operations Manager is responsible for leading Customer Care and Quality Management functions, ensuring adherence to bank policies and driving performance metrics across the department.
Consumer LendingFinancial ServicesFinTech
Responsibilities
Developing a number of processes across all teams
Ensures the department adheres to all bank policies, including regulatory timeframes, client SLAs and compliance with the processes
Builds, implements and executes on the strategies for the department while working with internal business partners to ensure all first-line of defense functions are completed efficiently and effectively
Executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers
Provides oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards
Lead supervisors and grow and develop leadership talent
Recruit, develop and mentor the department’s team so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their positions
Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning
Create an environment that is professional, supports our associates, clients and customers, and adheres to our commitment to business ethics and company values
Ensure the department provides a welcoming, safe and healthy environment for all associates and key stakeholders
Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions
Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM (Instant Messaging), and regular interpersonal communication
Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement; remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned; and share relevant information to appropriate audiences
Interact with and influence all levels of management across the business
Maintain and improve operations by monitoring performance, identifying opportunities and developing action plans for resolution while driving productivity, quality, and high service standards for the department
Create appropriate accountability measures
Analyze business trends and take necessary actions to ensure operational success
Manage volumes and both client and regulatory SLAs
Set and manage productivity standards
Understand and manipulate large data and analysis to deliver a compelling story
Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, and recommend process improvements as appropriate; and provide visibility through reporting and actionable insight
Qualification
Required
Bachelor's Degree in Business, Arts, Commerce, Humanities or equivalent
8+ years of work experience
Experience in Back Office and/or Process Outsourcing
Preferred
Master's Degree in Business, Arts, Commerce, Humanities or equivalent
Four or more years of supervisory experience preferred
Experience setting up in house captive back-office teams
Benefits
Support the overall wellness of our associates with a diverse suite of benefits
Boundless opportunities for career development and non-traditional career progression
Company
Bread
Bread partners with retailers to offer pay-over-time solutions that make financing easier and more transparent.
201-500 employees
H1B Sponsorship
Bread has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
$200.3MKey Investors
KinnevikMenlo VenturesBessemer Venture Partners
2020-10-29Acquired
2018-09-18Series Unknown· $60M
2017-08-02Series B· $126M
Recent News
2025-10-02
2025-03-16
Company data provided by crunchbase