Supervisor, Operations

Shaping the Future of Lending

With 30 years of fintech leadership, Origence empowers credit unions with innovative SaaS lending solutions that make lending more accessible, efficient, and competitive. We invest in our people and foster a culture of innovation, ownership, and continuous improvement. As we help shape the future of lending, we're leveraging AI and technology to streamline lending operations, enhance decision-making, and create value for our clients. We're seeking individuals who are energized by problem-solving, operational excellence, and the opportunity to make a meaningful impact for our clients, partners, and teams

The Operations Supervisor will coordinate and supervise the day to day 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 (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance to revenue & company policy and processed timely.

This 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, Internal Products, Accounting and various product teams.

The Origence Mindset

At Origence, we are self-aware, adaptable, and relentlessly focused on creating meaningful impact. We think like owners, embrace complexity and ambiguity, challenge conventional thinking, and continuously pursue smarter, more effective ways to solve problems and advance the business. We value people who are adaptable, resourceful, and committed to delivering quality outcomes while continuously looking for ways to improve. If this mindset reflects who you are, you may be exactly who we're looking for.

How You'll Contribute:

Staff Development & Onboarding Compliance

• 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 development.
• Effectively supervise the team’s productivity to ensure SLA commitment (service level agreement) and direct the necessary daily activity to ensure client satisfaction and business objectives are being met.
• Responsible for monthly audits; ensure all service request within Cherwell 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 initiatives.
• Maintain security and integrity controls of all confidential client data and account information.
• Assist with the creation of a comprehensive training program for staff, related to product support.

Operational Process Development

• Make recommendations for process enhancements related to assigned systems/ products with the goal of improving service to customers.
• Ensures policy and procedural changes are communicated to the staff and appropriate departments. Participate in department audits, working with auditors and updating or report recommended solutions.
• Collaborate with varies departments to resolve client and internal support issues.
• Provide analysis and reporting related to service request and/or client setups.
• Work to develop a Knowledge Base process to capture information to be organized, shared and utilized
• Actively 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 CU Direct products.
• Maintain Procedure manual and forms of any changes to business policies and procedures. This includes DocUsign.

Customer Onboard Program Management

• Hire, Manage customer onboarding program and related projects
• Keep onboarding project plans and schedules on track
• Accelerate project delivery by improving efficiency and effectiveness
• Provide up to date program visibility to management

What Makes You a Great Fit:

Education

• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent of experience

Experience

• A minimum of 3 year’s experience working in an Operations environment, driving improvements that have resulted in measurable business impact
• A minimum of 2+ years’ experience in a supervisor or lead capacity.
• Excellent business communication, organizational and project management skills
• Strong computer skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolutions
• Experience building dynamic and collaborative teams remotely
• Experience hitting goals and aligning a team around metrics
• Experience using CRM tools such as: SalesForce, DocUsign, Cherwell ticketing systems and Clickup project management

Your Strengths & Expertise

• 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 Excel.
• Knowledge of SQL database functions helpful.

Bring your attention to detail, problem-solving mindset, and unique perspective. We'll provide the opportunities, tools, and support to help you succeed.

How We Invest in You:

• 401(k) with 8% Company Match
• Flexible Work Environment
• Competitive Paid Time Off
• Tuition Reimbursement & Education Benefits
• Comprehensive Health & Wellness Benefits
• Microsoft Copilot and AI-Enabled Tools
• Continuous Learning & Development Opportunities
• A culture of connection, celebration, and growth through employee-driven programs, company events, holiday celebrations (Star Wars Day), monthly town halls, quarterly company meetings, and team traditions like Bring Your Kid to Work Day

Recognizing Your Impact

The starting salary range for this full-time position is $52400 - $65600 per year. We offer competitive compensation designed to recognize the value, experience, and contributions each team member brings to Origence. Base pay is determined by factors including experience, geographic location, and internal equity, and eligible positions may participate in our annual bonus program.

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