(Sr.) Manager, Escalations

The Role
The Senior Manager, Escalations (Personal Loan) has responsibility for all aspects of Escalations Relationship Management, including management of SOPs/contracts, the identification of process gaps, performance management, service levels and results, and assessment volume trends for internal and external BPO Personal Loan Escalations Teams. This individual will also take on key elements of displaying our data for various stakeholders such as legal, compliance, and executive team.

Problems You Will Solve

• Lead Personal Loan Escalations teams located in Phoenix and with our BPO partners, ensuring contractual requirements are met or exceeded
• Directs the analysis of historical work to identify trends, bottlenecks, process improvements as well as customer experience and team performance 
• Document, analyze, and prepare remediation plans for partner performance, including: process issues, compliance, productivity, and customer experience quality
• Host partner performance reviews, daily, weekly, monthly, and quarterly
• Manages and assists with the development and maintenance of a comprehensive audit and compliance process, reviewing results and making recommend and corrective actions as needed
• Provide proactive report/analysis on various aspects of BPO and internal performance for leadership including: interpretation of metrics/data analytics, performance and trends, and areas of opportunity
• Coordinate with team members to prepare and update contracts and related documents as necessary
• Maintain professional and technical knowledge by tracking emerging practices, risks, and complaints in the field of BPO and internal performance management
• Work closely with required parties to proactively drive end-to-end project delivery (timelines management, risk assessment and budget considerations)
• Perform ad hoc and standard analytics to provide information and analysis necessary to meet business objectives
• Ability to read and action complex data elements while maintaining business continuity
• Be flexible and able to work in a dynamic environment of rapid change in procedures and prioritization
• Quickly recollect and apply procedural and policy changes according to the training delivered and published
• Partner with the Operations L&D team to develop and execute ongoing training programs to enhance customer experience delivery while ramping in support functions
• Identify and recommend opportunities for strategic improvements through technology, equipment, and policy enhancements to improve customer service and employee retention
• Review, track, and monitor performance objectives relating to productivity, quality, service levels/CES and skill development for team
• Meet schedule adherence and WFM metrics for vendor partners
• Develop short, medium, and long-term goals that support the overall organizational and company goals, including Board KPIs
• Collaborate with the Operations Analytics team to monitor KPI performance and identify analytically driven improvement opportunities

About You

• Bachelor's degree with 4-5 years of experience in vendor relations, contract management or performance management. 2-3 years of related experience for manager level position.
• Experience leading both on-site and remote teams with a focus on accountability, excellence, and collaboration
• Ability to identify, communicate, and evaluate key performance indicators (KPIs)
• Excellent analytical, verbal, and written communication skills
• Strong project and time management skills, including a high level of organization, attention to detail, and follow-through, while balancing and prioritizing multiple activities and responsibilities 
• Demonstrated experience successfully meeting deadlines with efficient results
• Proven record of accomplishment of performing in a dynamic environment with frequent changing/competing priorities 
• Must work independently with minimal supervision Fluent in Microsoft Office applications – Word, Excel, and PowerPoint.
• Have a heightened sense of urgency, an elevated attention to detail and be able to communicate clearly and concisely
• Drive calibration amongst peers to achieve a streamlined result 
• Self-managed, highly motivated, and confident   Innovative with a clear line of sight to end goal

About Our Operations TeamRooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community th