Title: Director, Operations

Standard Hours: 40

Primary Location: San Antonio Office

Reports to: COO Division, Vice President of Operations

Job Description

The Director of Operations leads and actively participates in loan servicing operations, the configuration and management of lending programs, and supports the team actively engaging with clients and users of system applications. This strategic position provides oversight for technical and operational guidance to clients and users, oversees the creation of internal training resources, and manages office operations to support an organized, efficient work environment. This position requires strong communication skills and system knowledge to make independent judgement decisions in the best interests of clients and Student Choice. The Director of Operations will work effectively with both internal and external teams and industry partners. The role reports directly to the Vice President of Operations and interacts directly with internal staff, clients, vendors, and executive management.

Primary Responsibilities
• Actively perform and oversee loan servicing activities with Student Choice servicing partner, including payment processing, borrower inquiries, loan modifications, interest rate changes, and payoffs, ensuring accuracy and timeliness in all transactions.
• Supervise Operations support staff, including ticket management and resolution, new program implementations, change management facilitation, and internal training.
• Manage office operations to create an organized environment where resources, processes, and information are easily accessible and understandable to the team.
• Oversee the research and analysis of customer problems and mobilization of resources to implement solutions with attention to accuracy and efficient delivery.
• Work effectively to resolve complex situations involving internal partners, credit unions, and external partners through clear, timely communication.
• Ensure that performance management activities are being administered through regular coaching, communication reviews, and annual performance evaluations to support Operations and Student Choice goals.
• Ensure consistency and streamlining of operations policies, procedures, etc. to maintain an organized and understandable operational framework.
• Work with Compliance to ensure practices comply with applicable regulations and contract requirements with accuracy and proper documentation.
• Work with IT resources to provide business requirements for enhancements and support testing efforts, prioritizing system reliability and accuracy.

Requirements
• Bachelor's degree of 5+ years of equivalent work experience
• Prefer student loan industry experience.
• Ability to motivate, lead, and development management and associate employees; capacity to build a resilient, effective team.
• Ability to resolve problems and improve business processes by collaborating with internal and external stakeholders, colleagues, and other functional teams.
• Strong leadership skills and presence; ability to manage clients' needs proactively, address critical issues, and manage change effectively.
• Demonstrated commitment to accuracy and timeliness in all work products and communications.
• Solid technical, analytical, organizational, and communication skills; ability to explain complex information in clear, concise terms.
• Proven ability to handle competing priorities and pace changes effectively while maintaining quality and accuracy.
• Some travel may be required for the purpose of meeting with management, clients, vendors, or prospects.
• Ability to handle confidential and proprietary information is critical.
• Exhibit superior professionalism and competency in internal and external communications.

Work Conditions
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to participate in training sessions, presentations, and meetings.
• Some travel may be required for the purpose of meeting with management and/or clients.