MH Operational Excellence Manager

We are seeking a MH Operational Excellence Manager for the Manufactured Home Lending Department.

The MH Operational Excellence Manager plays a vital role in fostering a positive work environment and serves as a problem-solving resource for direct reports.

A significant focus is placed on delivering tailored solutions that meet the diverse needs of prospective members, contributing to the success of Manufactured Home Loans initiatives.

Additionally, the manager supports the MH Insight Manager in driving operational excellence by incorporating member feedback into service delivery and enhancing engagement.

Utilizing Customer Relationship Management (CRM) workflows and tracking member satisfaction through metrics like the Net Promoter Score (NPS) is essential.

By analyzing feedback from referrals, the manager aims to improve operations and maintain a competitive edge in the sector.

If you have sales operations and supervisor experience you should apply right away!

Highlights:


* Leads MH Loan Specialist by providing direction, coaching, training, and ongoing development opportunities


* Communicates Credit Union business plan and strategies to staff


* Meet with stakeholders to gain in-depth understanding of system requirements

Experience:

    Required


* 2 years of experience in sales operations and/or reporting/analysis


* 1 year of experience providing training to internal staff or external customers


* 2 years of experience working in a CRM system or equivalent 


* 2 years of previous supervisory experience


* 1 year of experience collaborating with internal stakeholders

    Preferred


* 3-5 years of customer satisfaction and engagement analytics and reporting.

Data warehousing and predictive analytics experience is a plus.


* Experience with the development and implementation of software tools for target sampling and reporting survey results.


* Financial products and services experience


* Experience with survey methods and analysis, customer targeting and list selection


* 1 year vendor relations experience


* 1 year experience working on a Project team(s)

Education:

    Required


* Bachelor’s degree or equivalent combination of work and educational experience

    Preferred


* Analytics related bachelor’s degree or certification

Licenses & Certifications:

    Required


* NMLS

Skills & Knowledge:

    Required


* Sales Data Reporting, Management, and Forecasting


* Data analysis and reporting skills


* Employee development skills


* Project management skills


* Process and procedure writing


* Process improvement skills


* Ability to collaborate and influence cross-functionally


* Ability to interpret and effectively communicate desired reporting requirements to and from various internal and external stakeholders


* Advanced computer skills to include Microsoft Office Suite with a focus on Outlook, Word,...