The Operational Support Manager (OSM) is a self-motivated leader responsible for driving performance, quality, and scalability across Quickstops’s back office contact center functions. This role oversees multiple critical operational teams that directly impact customer experience, risk management, and transaction accuracy, including Loan Underwriting, Quality Assurance, Training, and Digital Transaction Processing.

The OSM is accountable for translating company strategy into operational execution, ensuring teams operate efficiently, compliantly, and at a consistently high standard as Quickstop scales locally and internationally. This role works in close partnership with leadership across various groups within the contact center to ensure seamless end-to-end customer and loan lifecycle execution.

Primary duties and responsibilities:

High-Level Overview

§  Own operational performance across Loan Underwriting, Quality Assurance, Training, and Digital Transaction Processing, ensuring each function meets defined SLAs, KPIs, quality benchmarks, and regulatory requirements.

§  Define, implement, and continuously refine KPIs and performance dashboards aligned with industry standards and Quickstop’s growth objectives.

§  Analyze operational, quality, underwriting, and transaction data to identify trends, risks, bottlenecks, and improvement opportunities; deliver clear, actionable reporting to executive leadership.

Loan Underwiting Team Management

·         Lead and guide the Loan Underwriting team to ensure timely, accurate, and compliant credit decisions in accordance with company credit policy, risk appetite, and regulatory requirements.

·         Ensure underwriting processes are consistently applied, well-documented, and scalable as volumes and geographies expand.

·         Monitor underwriting quality, turnaround times, and exception trends; implement corrective actions and process improvements as needed

Quality Assurance Team Management

·         Oversee the Quality Assurance function to ensure consistent, objective evaluations across customer interactions, underwriting decisions, and operational processes.

·         Ensure timely QA reviews, root-cause analysis, complaint handling, and follow-up actions that drive continuous improvement in customer experience and operational execution.

·         Partner with Training and Operations leadership to translate QA findings into targeted coaching, training, and process improvements.

Training & Enablement

·         Manage the Operations Trainer to ensure comprehensive onboarding, refresher training, and role-specific enablement across all operational teams.

·         Ensure training programs remain aligned with current policies, procedures, systems, and regulatory requirements.

·         Support the development of scalable training infrastructure and documentation to enable rapid hiring, cross-training, and geographic expansion.

Digital Transaction Team Management

·         Oversee the Digital Transactions team to ensure accurate, timely, and secure processing of customer payments, disbursements, and digital financial transactions.

·         Ensure strong controls, reconciliation processes, and exception management to minimize errors, fraud risk, and customer impact.

·         Partner with technology and finance stakeholders to improve automation, reliability, and scalability of digital transaction workflows.

People Leadership & Staff Development

·         Lead and develop high-performing team leads and managers, fostering a culture of accountability, ownership, and continuous improvement.

·         Ensure effective workforce planning, staffing, scheduling, and utilization across all teams within scope.

·         Hire, onboard, coach, and performance-manage team members and leaders in alignment with company values and People Operations policies.

·         Champion employee engagement initiatives, recognition programs, and professional development opportunities.

Leadership & Cross Functional Collaboration

·         Serve as a key operational leader within the contact center, collaborating cross-functionally to implement service, quality, and efficiency improvements.

·         Lead regular team and leadership meetings to review performance, gather feedback, and align on priorities.

·         Ensure timely, accurate reporting from team leads and maintain strong communication with executive leadership.

·         Uphold a professional, customer-centric operating environment focused on delivering consistent, high-quality service.

Professional Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of the knowledge, skills, and/or abilities required.

Education

Bachelor’s Degree in Management or Business, related field or extensive experience in contact center leadership role.

Work Experience

A minimum of 5+ years relevant working experience at the management level in the Contact Center or Financial Services industries.

Preferrable knowledge of digital lending and payment platforms.

Knowledge/Skills/Abilities

·         Strong operational, analytical, and problem-solving skills with the ability to translate data into action.

·         Experience working with CRMs, dialer systems, underwriting tools, and transaction platforms.

·         Demonstrated ability to lead through change in a fast-paced, regulated environment.

·         Excellent communication, coaching, and stakeholder management skills.

·         High attention to detail with a strong risk and compliance mindset.