JOB DESCRIPTION

Job Title: Director – Back Office Operations

Department: Operations

Reports To: SVP of Operations  

Dotted-Line Governance: Nearshore Digital Document and Payment Processing teams

Salary & Benefits 

• $110,000 - $120,000 Annual Salary
• Weekly Pay
• Medical, Vision and Dental insurance per the company plan
• 401k/Retirement Benefit Options (See Summary Plan Description)
• Paid vacation in accordance with the Company PTO Policy.
• 100% company covered life Insurance
• 100% company covered Short/Long-Term Disability
• Flexible spending accounts
• Employee Assistance Program

Position Summary:

The Director, Back Office Operations (PPG/CPG) is accountable for the design, execution, and ongoing performance of the GRT Back Office teams, including internal Document Processing and Payment Processing, as well as nearshore Processing Operations.

This role is responsible for the day-to-day processes and output of the Payment Processing and Client Processing teams. The Director, Back Office Operations will lead the Back Office restructure, implementation of Outsourcing/BPO partners, governing SOPs and workflows, establish a formal audit and quality framework, and improve throughput, accuracy, and cost to service. This role functions as the head of the Back Office operating model with both leadership and management responsibilities.

Essential Duties and Responsibilities (Other duties may be assigned)

·         Establish a clear steady-state operating model with defined ownership and controls

·         Ensure Back Office priorities align with enterprise growth and risk posture

·         Own the performance and effectiveness of all Back Office supervisors and managers – including driving coaching, development plans, and corrective action of leaders

·         Execution of the Back Office restructuring from current state to future state including onboarding outsourcing teams

·         Accuracy and governance of all Payment Processing/Client Processing SOPs to meet compliance and regulatory expectations

·         Monitor Debt Manager and Prime CRMs, Filebound, Monday Boards, and document processing systems to assess throughput, quality, and SLA performance of remote, in-office, and near-shore/BPO teams

·         Continuously improve throughput, and volume predictability, including workflow design, prioritization logic, and exception handling

·         Finalize design and launch formal PPG/CPG audit program

·         Own Cross-functional leadership initiatives with Business Intelligence and Work Force Management to identify and monitor cost per document processed and capacity planning (US and Nearshore)

·         Partner cross-functionally with Settlement, Compliance, IT, and Operations

·         Continuous improvement, risk mitigation, and audit readiness

·         Lead weekly performance reviews with managers

·         Translate performance data into corrective actions and process improvements

·         Escalate systemic risks proactively to executive leadership

·         Deliver monthly executive-level audit and quality reporting

·         Lead special projects as required