Operations Support Manager (Full-Time)

Location: (Currently Remote-New York Tri-State Area).) Must reside in the U.S.

Salary: $67,600/yr.- $72,000/yr. Commensurate with experience 

About Us

Grameen America is a nonprofit microfinance organization dedicated to helping low-income women entrepreneurs build businesses to enable upward financial mobility. We envision an inclusive society in which all entrepreneurs, regardless of gender, race, or income, have access to fair and affordable financial services. We provide affordable capital, credit- and asset-building, education, and peer support to enable our members to boost their business income, create jobs and transform communities.

Founded by Nobel Peace Prize laureate Muhammad Yunus in 2008, Grameen America is now the fastest growing nonprofit microfinance organization in the U.S., having achieved tremendous milestones in its first 15 years of operations, investing $4 billion in nearly 180,000 low-income women entrepreneurs of color while demonstrating measurable impact. For more information, please visit grameenamerica.org.

Job Description:

Grameen America is seeking a detail-oriented, solutions-oriented, organized Operations Support Manager (OSM) with an operational mindset. The OSM will drive the continuous improvement of the operational performance and efficiency, streamline key processes and ensure that our branch operations meet all quality standards while pursuing growth and providing members quality service. The OSM will work on filling gaps and opportunities for improvement by training staff, guiding teams, and helping resolve issues. As a core team member of the Elevate Strategy & Support team, the Operations Support Manager will work closely with the Director of Elevate Branch Operations, Branch Managers, field staff and leaders of the strategy & support team, ensuring that performance and service quality goals are met in a timely manner and that there is an overall strong & positive staff engagement culture.   The individual will report to the President of Elevating Black Women Entrepreneurs division.

RESPONSIBILITIES:

Driving Operational Excellence & Quality Service 

• Performing quality deep-dive and compliance audits: This involves being embedded closely with the branch to understand how daily operations function. This includes branch processes, member interaction, team dynamics, member profiles, market dynamics, etc. The goal is to ensure adherence to GAI standards, identify areas of improvement and collect feedback. 2-3 branches will be covered annually. 
• Investigating and resolving issues: Emerging growth branches have several issues arise from member and branch side. This role will work closely with the Director of Elevate Branch Operations and other team leaders to work on systemic and process improvements to resolve the issue.
• Proposing improvements: An output of the quality deep dive is to propose improvements that fill gaps and explore opportunities. This role will work closely with the Director of Elevate Branch Operations and other team leaders to not only identify but also plan and design the improvements. 
• Assist operations through monitoring and evaluation: Work closely with operational leadership in monitoring and reporting requirements. 
• Training employees: Ensuring Quality is only complete when the opportunities are identified, improvements are proposed and finally the teams are trained to implement it. This is what ensures a high-quality field working team. The candidate will work closely with the Training department in this regard.
• Serves as an Operational Business Partner to support all field staff levels (BM, CDM, CDA, OC) and field-related activities, to ensure our branch operations meet all quality standards while pursuing growth and quality member service. including center formation, weekly meetings, loan processing, loan utilization checks, and effective implementation of poverty targeting methodology. From time to time, the OSM may have to get directly involved in conducting any of these activities. 
• Monitor and analyze operational metrics to ensure KPIs and SLAs are met or exceeded
• Approach operational problems with a solution-seeking mindset; Identify and resolve operational problems and the development of appropriate responses to reach the target goals.
• Engage in continuous quality and efficiency improvement of operations processes and procedures in collaboration with the Director of Elevate Branch Operations, Branch Managers, Field Staff, and the Elevate Strategy & Support team to increase consistency and standardization. 
• Strong analytical skills, including experience tracking, analyzing, and reporting on operational KPIs.
• Solution-oriented mindset and a proactive approach to identifying and addressing operational issues.

Monitoring & Evaluation/Reporting & Analytics

• Provide regular reports on operational performance, challenges, and strategic initiatives to operational leadership and strategy & support team. 
• Analyze data to make informed decisions and recommend operational improvements.
• Track & monitor operating performance KPIs across all Elevate locations on pre-defined and project-based needs, including daily, weekly, monthly, quarterly progress statements and dashboards in standard & ad-hoc formats, ensuring timely submission.
• Conduct weekly random testing to ensure compliance of the member onboarding and loan origination to disbursement process and procedures.

Customer Service Escalation & Recovery Support to address member issues and/or support struggling members 

• Manage the central email inbox responsively and help triage to right person for resolution.
• Track inquires by type of concern and method of communication
• Create and modify standard responses based on program policies to ensure responses are uniform.
• Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking. system, internal websites, software manuals, and other team members/resources
• Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller’s satisfaction.
• Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Administrative Support

• Develops standard operating guides, process flows, and procedures and regularly reviews current & new operational end to end process flows in Elevate field operations.
• Help organize various staff events and special meetings for both field operations & strategy teams.
• Organizes & leads appropriate workshops and meetings for field staff and member development; creates agenda, development plan, all materials & assets, and other logistical needs. 
• Help with creating communication drafts, slides, documents, memos, and reports.
• Develop PowerPoint presentation decks for all progress reporting & proposals; Translate performance data and project data into easily digestible reports. 
• Support team members with draft project proposals and create business cases and project strategies to be presented with compelling data for approval, and effective execution in collaboration with the Branch Operations & Strategy Support Team.
• Organize, manage, and maintain all records, expenses and related documentation to field administration & centralized procurement e.g. PTO plans, expense receipts, marketing materials, supplies, etc. 
• Executes delegated approvals for all Elevate branch field and support team related needs.

SKILLS:

• Attention to detail and strong organizational skills.
• Problem solver.
• Team player – we are here to help the teams succeed, not just to check their current output.
• Organized and timely.
• Proficient in MS Excel, PowerPoint & Word. 

REQUIREMENTS:

• Bachelor’s degree preferred.
• 2-4 years’ work experience desired.
• Experience in leading workstreams and deliverables.
• Must have proven experience in managing teams. 
• Must be comfortable working remotely.

What We Offer You: 

• Medical, dental, and vision insurance plans.
• Generous Paid Time Off options for vacation, sick, and personal days.
• Paid Holiday. 
• 401K retirement savings plans.
• Flexible Spending Account (FSA).
• Training.
• Opportunity for advancement.
• And more! 

TRAVEL:

Up to 1 week at a time to a branch location required (maximum of 3 times per year). Attend quarterly staff meetings in New York City required. 

Interested applicants may apply through the careers section of the website at grameenamerica.org Interviews will take place after resumes have been screened for minimum requirements. Cover letters required. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

Grameen America is an Equal Opportunity Employer (EEO) committed to diversity and inclusion in its workplace. Grameen America employment decisions are based on job requirements and individual skills and qualifications without regard to the applicant’s race, ethnicity, color, religion, sex, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. 

Grameen America, Inc. participates in E-Verify

Visa sponsorship not provided

Must be able to legally work in the U.S.