Business Operations Planning Manager

Are you ready to build the future of our company?

About Mercury® Financial

Mercury® Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we’ve had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork; and help us continue to build something special.

Location

Mercury® Financials' Wilmington, Delaware office is located near the Riverfront. Wilmington is Delaware’s largest city and is the economic engine of the state. The Riverfront combines its rich history with a host of attractions that bring great food, entertainment, and shopping to our city. Based on its convenient location, direct access to I-95, Amtrak and SEPTA, this location allows our employees the flexibility to live in a variety of the surrounding areas.

What it’s like to work here:

We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.

Role: 

The Business Operations Planning Manager plays a critical role in driving efficiency and effectiveness within Customer Operations at Mercury Financial, a leading near-prime credit card provider. This individual will lead capacity planning, workforce management, and customer interaction analytics to ensure operational excellence and support data-driven decision-making. The role involves developing performance metrics, analyzing trends, and delivering actionable insights to enhance customer experience and operational productivity.

What a day is like:

1.    Capacity Planning and Workforce Management

o    Develop and maintain capacity planning models to ensure optimal staffing levels across Customer Operations

o    Monitor and forecast workload volumes to align resource allocation with operational needs

o    Collaborate with team leaders to design schedules that meet service level agreements (SLAs) while managing costs.

2.    Customer Interaction Analytics

o    Analyze customer interaction data to uncover trends, identify pain points, and suggest improvements

o    Partner with customer experience teams to translate analytics into actionable strategies that enhance satisfaction and loyalty

o    Implement and refine tools to measure the quality and efficiency of customer interactions.

3.    Business Performance Management Reporting

o    Develop and manage dashboards to track key performance indicators (KPIs) across Customer Operations

o    Provide regular and ad-hoc reporting on operational metrics, including agent productivity, service quality, and call resolution rates

o    Present insights and recommendations to senior leadership to guide strategic decisions

4. Continuous Improvement

o    Identify opportunities for process enhancements to improve operational efficiency and customer outcomes.

o    Stay informed about industry best practices and trends to drive innovation within the department.

o    Collaborate with cross-functional teams to implement performance improvement initiatives.

You’re perfect for this role if you have:

o    Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field; advanced degree preferred

o    5+ years of experience in operational analysis, reporting, or workforce management, preferably in the financial services or credit card industry

o    Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, or Power BI)

o    Strong understanding of workforce management software and methodologies

o    Demonstrated ability to synthesize data into actionable insights and communicate findings effectively

o    Exceptional organizational, analytical, and problem-solving skills