SaaS Operations Manager

About Origence With 30 years at the forefront of fintech innovation we specialize in SaaS lending solutions that lead the industry Our core mission is customer centric focusing on empowering Credit Unions across the United States with the tools to offer accessible competitive lending services Were deeply committed to enhancing the financial ecosystem for a broad network of credit unions members and auto dealers We invest in our greatest assets our employees and foster a culture of innovation and ownership through freedom and responsibility We celebrate fiscal accountability operational rigor and efficiency to create a sustainably healthy and robust business for the long term The role of Operations Manager involves coordinating and supervising the operations of the onboarding team providing the highest level of internal support and guidance including but not limited to; training and development of onboarding new clients sellerslenders client maintenance ensuring agreements and orders comply to revenue & company policy and processed timely This valuable role will require high attention to detail strong supervisory skills in depth understanding of operational systems strong analytical skills effective communication skills and a willingness to learn This position functions in a fast paced high output environment requiring both independent and collaborative efforts to maintain an effective and productive work environment while collaborating with several stakeholders Sales Legal IT Accounting and various product teams MUST BE LOCATED IN THE ONTARIO CA AREA Principal Responsibilities Staff Development & Onboarding Compliance 40 Hire train and provide or identify development opportunities for the staff This includes but not limited to; technical product and soft skill training linked to increase in knowledge service levels responsibilities initiatives onboarding completeness accuracy and compliance to company policy and personal developmentEffectively manage the teams productivity to ensure SLA commitment service level agreement and direct the necessary daily activity to ensure client satisfaction and business objectives are being metResponsible for monthly audits; ensure all orders within the ticketing system are processed accurately and timely for revenue recognition Resolve and track issues inquiries from Sales as they arise and address root cause problems to facilitate a higher level of efficiency and effectiveness in system processes Provide input for on going development and improvement on systems and operation processes enabling repeatable processes scalability and the support of new business initiativesMaintain security and integrity controls of all confidential client data and account informationCollaborate with IT team to develop efficient and user friendly systems for work request processingOperational Process Development 30 Develop and implement department process enhancements related to assigned systems products with the goal of improving service to customers Ensure policy and procedural changes are communicated to the staff and appropriate departments Participate in department audits working with auditors and updating or report recommended solutionsEnsure that any non standard agreements which do not comply with the established guidelines are clearly highlighted to management Collaborate with other departments to resolve client and internal support issues Provides business analysis and reporting related to support cases andor client setupsWork to develop a Knowledge Base process to capture information to be organized shared searched and utilized by the internal teamActively participate in the product management product development product sales end to end life cycle from a operations perspective This will help in the overall efficiency and effectiveness of our Origence products Maintain Procedure manual and forms of any changes to business policies and proceduresProcess Automation 30 Identify opportunities for process automation across onboarding order processing and client maintenance workflowsDesign technical solutions in partnership with IT teams to automate repetitive tasksBuild and maintain automated reports dashboard and data validation processesDocument technical specifications and workflow diagrams for automation solutionsMeasure and report on efficiency gains from automation initiativesEducation BA degree in Business Administration Information Management or equivalent experienceExperience A minimum of 3 5 years experience working in an Operations environment driving improvements that have resulted in measurable business impactA minimum of 2 years experience in a supervisor or lead capacity Excellent business communication organizational and project management skillsStrong computer skillsAbility to create structure in ambiguous situations and design effective processesHigh level of resourcefulness to be able to independently seek out resolutionsExperience building dynamic and collaborative teamsExperience hitting goals and aligning a team around metricsExperience using CRM tools such as SalesForce DocuSignSpecialized Skills Strong verbal written analytical and interpersonal skills Ability to organize and prioritize work and meet deadlines Working knowledge of all major software applications Excellent knowledge on PC based computer systems including Microsoft Word and ExcelProficiency in process mapping and workflow design tools Lucid Chart preferredExperience with at least one automation platform Power Automate or UiPath preferredAbility to create reports and dashboards Power BI preferredSome experience with software development preferred C Python SQL DAX Power QueryWhy you should apply Flexible Working EnvironmentPaid Time Off401k 8 matchCollege Tuition Benefits Tuition ReimbursementGood Benefits optionsCompany Culture Cultural and Holiday celebrations Theme days like Star Wars Day & Bring your Kids to Work Day Monthly Townhalls and Quarterly Company Meetings that ensure awareness inclusion and transparencyThe starting salary range for this full time position is 78600 98200 per year This base pay will take into consideration internal equity candidates geographic region job related knowledge and experience among other factors Origence maintains a highly competitive compensation program Under company guidelines this position is eligible for an annual bonus to provide an incentive to achieve targeted goals Bonuses are awarded at companys discretion on an individual basis Origence is an equal opportunity employer All recruitment hiring training compensation benefits discipline and other terms and conditions of employment will be based upon an individuals qualifications regardless of race religion color sex gender identity sexual orientation national origin ancestry military service marital status pregnancy age protected medical condition genetic information disability or any other category protected by federal state or local law