Operations Support Manager (Full-Time)

About Grameen America:

Grameen America is a nonprofit microfinance organization dedicated to helping low-income women entrepreneurs build businesses to enable upward financial mobility. We envision an inclusive society in which all entrepreneurs, regardless of gender, race or income, have access to fair and affordable financial services. We provide affordable capital, credit- and asset-building, education and peer support to enable our members to boost their business income, create jobs and transform communities.

Founded by Nobel Peace Prize laureate Muhammad Yunus in 2008, Grameen America is now the fastest growing nonprofit microfinance organization in the U.S., having achieved tremendous milestones in its first 16 years of operations, investing in 220,000 low-income women entrepreneurs while demonstrating measurable impact. Our members have repaid their loans at a rate of over 99% and have become economic drivers in their communities. For more information, please visit grameenamerica.org

Overview of Field Operations & Operations Support:

Grameen America delivers its microfinance services/programs through a national network of Field Operations Teams. These teams work across various branches nationally and interact with members directly and provide loans and other services. The National Operations Team supports the front-line Field Operations Team. Some of the key functions include serving as a back-end service center to help resolve all problems and escalations and continuously seeking to improve the operating model through systems and processes and helping enhance member satisfaction and experience.

This position is ideal for someone who thrives in a service-driven environment, is passionate about creating solutions to improve the member experience, problem-solver, comfortable interacting and juggling multiple responsibilities across teams and members, and quick and responsive in managing and resolving branch and member inquiries, with a strong sense of urgency and follow-through.

Job Responsibilities:

Operations Support & Service Center:

• Systematically manage all incoming support requests from the branches. This includes resolving their problems with quick response time using standard processes, providing approvals and guidance on specific processes. Own the Ops Service Center email box to triage all requests quickly.
• Own and regularly update the Operations Manual, document changes to new policies and procedures that affect branch operations.
• Take a leading role in designing/mapping solutions to requests for process innovation and automation, to measurably alleviate pain points for branch teams and members.
• Participating in all training and rollouts meant for branch staff to understand the impact on their daily activities. Be a direct user of these tools to get hands-on experience. Use this to provide feedback on other departments’ initiatives.
• Identify pain points and unseen areas of improvement. Understand clearly end-to-end operational activities.
• Serve as a primary point of contact for a branch manager needing support or escalation. Triage or redirect branch request to the appropriate teams or resources as needed.

Member Experience:

• Manage member complaints and escalation process by triaging and directly providing resolution.
• Manage the new member inquiry process in a systematic manner.
• Find innovative and creative new ways to enhance member experience including in-person events, digital newsletters, virtual events, social media, videos, etc.
• Understand end-to-end member journey and identify pain points and opportunities.

Job Requirements:

• Bachelor’s degree; 2-5 years of prior experience in a field operations role (direct or supporting) or other relevant experience.
• Bilingual in English & Spanish.
• Strong communication skills including written and oral.
• Problem-solving & solution-oriented mindset that identifies where the pain points are as well as identifying opportunities for improvement.
• Ability to build strong and trusted relationships with the field team across the national network.
• Organized and responsive.
• Comfortable in managing a wide range of tasks and shifting between different projects or topics within a day.
• Customer service attributes including ability to resolve conflicts and solve member complaints amicably.
• Be creative and excited to try new methods and media of enhancing member experience. Strengths in creating videos, visuals is a plus.