Director, Back Office Operations (PPG/CPG)

Overview

JOB DESCRIPTION

Job Title: Director – Back Office Operations

Department: Operations

Reports To: SVP of Operations

Dotted-Line Governance: Nearshore Digital Document and Payment Processing teams

Salary & Benefits

• $110,000 - $120,000 Annual Salary
• Weekly Pay
• Medical, Vision and Dental insurance per the company plan
• 401k/Retirement Benefit Options (See Summary Plan Description)
• Paid vacation in accordance with the Company PTO Policy.
• 100% company covered life Insurance
• 100% company covered Short/Long-Term Disability
• Flexible spending accounts
• Employee Assistance Program

Position Summary

The Director, Back Office Operations (PPG/CPG) is accountable for the design, execution, and ongoing performance of the GRT Back Office teams, including internal Document Processing and Payment Processing, as well as nearshore Processing Operations.

This role is responsible for the day-to-day processes and output of the Payment Processing and Client Processing teams. The Director, Back Office Operations will lead the Back Office restructure, implementation of Outsourcing/BPO partners, governing SOPs and workflows, establish a formal audit and quality framework, and improve throughput, accuracy, and cost to service. This role functions as the head of the Back Office operating model with both leadership and management responsibilities.

Essential Duties and Responsibilities

(Other duties may be assigned)

• Establish a clear steady-state operating model with defined ownership and controls
• Ensure Back Office priorities align with enterprise growth and risk posture
• Own the performance and effectiveness of all Back Office supervisors and managers – including driving coaching, development plans, and corrective action of leaders
• Execution of the Back Office restructuring from current state to future state including onboarding outsourcing teams
• Accuracy and governance of all Payment Processing/Client Processing SOPs to meet compliance and regulatory expectations
• Monitor Debt Manager and Prime CRMs, Filebound, Monday Boards, and document processing systems to assess throughput, quality, and SLA performance of remote, in-office, and near-shore/BPO teams
• Continuously improve throughput, and volume predictability, including workflow design, prioritization logic, and exception handling
• Finalize design and launch formal PPG/CPG audit program
• Own Cross-functional leadership initiatives with Business Intelligence and Work Force Management to identify and monitor cost per document processed and capacity planning (US and Nearshore)
• Partner cross-functionally with Settlement, Compliance, IT, and Operations
• Continuous improvement, risk mitigation, and audit readiness
• Lead weekly performance reviews with managers
• Translate performance data into corrective actions and process improvements
• Escalate systemic risks proactively to executive leadership
• Deliver monthly executive-level audit and quality reporting
• Lead special projects as required

Core Competencies and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Demonstrated ability to identify patterns, diagnose root causes, and drive execution
• Experience interfacing with external partners and vendors preferred
• Strong operational judgement and ability to influence change
• Cross functional influence and high Emotional intelligence
• Ability to follow through and maintain discipline
• Required
• 3+ years of operations experience in financial services, fintech, or regulated environments
• Experience leading and/or managing document and/or payment processing teams
• Demonstrated ownership of SOP governance, workflows, and audit programs
• Experience managing managers and multi-function teams
• Strong analytical capability with executive-level communication skills
• Proven ability to lead operational change and restructures
• This is a hybrid role which requires in-office work a minimum of 2 days a week and some travel
• Preferred
• Immediate skills in Microsoft Word and Excel
• Experience in debt settlement, debt relief, payments, or servicing operations
• Experience scaling or governing nearshore/offshore teams
• Experience in contact center operations
• Background in audit or risk management

Physical Demands

The physical demands and descriptors described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sexual orientation, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.