As the Head of Shared Services, you will oversee all customer and partner-assisted underwriting, quality assurance, servicing, fraud prevention, retention, and collections operations. In this role, you will ensure the high-quality and reliable delivery of services across various products and sales teams. You will be tasked with developing and leading multiple teams in three of our international locations which comprises approximately 100 employees. In addition, this role requires managing performance and creating the conditions necessary for success. Your responsibilities will also include delivering optimal outcomes for our customers and partners, upholding the Spring Financial brand, and maximizing service efficiency while managing costs.

This role requires a blend of strategic thinking, rigorous operational oversight, and a passion for achieving results. You will thrive in a highly entrepreneurial and collaborative environment, with objectives directly tied to key business metrics such as operational efficiency, growth, cost management, and customer retention.

This role is inherently cross-functional. You will work closely with technology, product, marketing, operations, finance, legal/compliance and executive teams to set business objectives, define service strategy, prioritize projects, and execute business operations. This role ensures efficient operations, enhances service delivery, and provides critical support to the product and sales teams. You will be regularly reporting results to key executives and held responsible for hitting department goals. You will be aligning with the executive vision for the departments and refining the strategies to execute on that vision. You will generate ideas and suggest technology improvements that will help drive business results.

• A strong focus on staff efficiency to ensure maximum staff output with a minimum cost.
• Make effective use of global offices.
• Ensure a consistently high level of customer satisfaction across products.
• Set SLAs with Product Owners and ensure they are being met.
• Research, pitch and implement tech initiatives to help improve staff efficiency, minimize manual labor and reduce overheads.
• Direct and oversee the operations of customer service, underwriting, collections, administrative services, quality assurance, retention, fraud and servicing teams.
• Manage KPIs and P&L for your services, ensuring financial targets are met or exceeded.
• Partner closely with product, technology, marketing, and analytics to create and align services to support customers, partners and business needs.
• Drive continuous improvement initiatives across all teams.
• Identify and implement strategic changes in the services to generate efficiencies and drive better customer and partner experiences while ensuring the teams adhere to regulatory and compliance requirements.
• Foster a culture of excellence, collaboration, and innovation.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Develop high-performing teams by building training and coaching, best practices and future leaders within the team.

• You are hitting or exceeding all department targets.
• There is a measurable improvement to overall customer satisfaction.
• You are objectively measuring and hitting SLAs with Product Owners.
• You are objectively improving the efficiency of each team.
• You are hiring and training the right people and you have a strong ability to delegate tasks and hold others accountable.
• You are leading the creation of new technologies that improve our offering, drive business results, delight customers, and continue to differentiate Spring Financial in the marketplace.
• You have built very strong cross-department relationships with other teams. Managers of other teams speak highly of you and enjoy working with you.
• There are zero compliance and legal issues under your watch
• You enjoy and thrive with a high level of responsibility for results.