The Indirect Lending Operations Manager position is responsible for contributing to the development and execution of the strategic direction of Indirect lending within the Consumer Lending department. This position is accountable for strong member satisfaction and new member onboarding through the Indirect channel. This role provides support for processing, underwriting and quality for the Indirect lending at UW Credit Union. The Indirect Lending Operations Manager manages the day-to-day operations and for aligning staff, systems and processes to ensure a high degree of operational excellence. This individual produces a fast-paced, team-oriented environment while improving operational performance and achieving business results. In addition, this position works closely with the Indirect Lending Sales Manager in developing, building and maintaining dealer relationships as well as the Collection Manager to identify and analyze risk metrics.
This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.
Must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the Organization in a positive manner.
Quality / Risk Management - 25%
a) Partner with the Indirect Lending Sales Manager to identify any negative dealer trends in efficiencies and address appropriately to mitigate any potential risk.
b) Partner with the Collection Manager to identify any trends in program losses and/or delinquency and address appropriately to mitigate any potential risk.
c) Review loans generated in the department for quality to include completeness, accuracy
d) and compliance with federal, state and UWCU guidelines.
e) Analyze and evaluate loan exceptions, coaching and training staff to desired behaviors.
f) Complete responses and notify responsible parties for findings on the monthly consumer lending internal audit.
g) Assist as necessary in the annual regulatory examination and independent audit processes. Analyze and implement actions in response to audit findings.
Operational Excellence - 25%
a) Analyze historical and current loan origination volumes, industry trends, external market conditions and staffing needs and provide support where necessary.
b) Identify process, documentary, quality and trend opportunities with dealership partners. Collaborate with indirect Lending Sales Manager on developing coaching material for improving dealership partner efficiency.
c) Exhibit awareness and react appropriately to anticipate volume changes in volume levels, incoming phone calls and emails to achieve and maintain service level standards for Indirect loan decisions and loan processing.
d) Actively maintain knowledge insuring compliance of UW Credit Union Indirect guidelines as well as all state-regulated and government oversight, i.e. credit-based pricing matrix, Auto Flex program procedures for decisions and documentation, Boat & RV loan guidelines, and Red Flag resolution procedures.
Leadership Expectations - 20%
a) Work closely with HROD and senior management to select and retain highly engaged employees.
b) Interpret and communicate overall organizational purpose, critical measures, strategies and progress as it relates to the department and individual team member goals and success. Cascade information. Provide open and transparent communication with team members and departments across the organization.
c) Responsible for developing a staff of highly engaged employees as measured by the annual employee engagement surveys.
d) Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members and all staff at all levels across the organization in a consistent and professional manner.
e) Review and communicate performance standards and expectations of team members as often as necessary to ensure accountability and effective execution.
f) Actively role model behaviors necessary to achieve goals.
g) Establish a network of peers within the industry to exchange best practices, trends and opportunities.
h) Possess a commitment to the excellence of others through actions that support the growth and development that optimizes the talent of individual team members.
i) Provide timely, ongoing and consistent direction, performance coaching and honest feedback through dialogs, mid- year snapshots, year-end appraisals and informal in-the-moment coaching.
j) Maintain accurate, timely and transparent information regarding employee performance. Examples include, attendance (updating time and attendance information as required), dialogs, performance journals, and documented disciplinary actions and action plans as necessary.
k) Utilize progressive discipline practices to address sub-standard performance in a timely manner. Carry out progressive discipline and documentation with dignity and respect.
l) Invite and accept feedback from others and provide upward feedback.
m) Responsible for own continual individual self-development and improvement of UWCU’s Leadership Success Criteria.
Manage Indirect Consumer Loan Processing - 15%
a) Effectively communicate the goals and expectations to the staff and track individual and department performance utilizing the department scorecard.
b) Ensure completeness for all Indirect consumer loans.
c) Ensure that all scheduled audits are carried out in an efficient, timely, consistent, and accurate fashion.
Manage Indirect Underwriting - 15%
a) Effectively and efficiently manage decisioning for Indirect consumer loans within department guidelines and standards.
b) Manage exceptions to guidelines and apply consistently in applicable situations. Exercise sound judgment in determining compensating factors, base decisions on these factors and notate appropriately in applications.
c) Provide coaching to questions concerning applications, credit programs, documentation, and allowed maximums.
-Bachelors Business Administration, Finance, Marketing or a related field required
-At least 3 years of Indirect Auto lending experience. Seasoned leader demonstrating increasing levels of responsibility and scope.
-Demonstrated leadership skills to motivate and develop staff.
-Experience in utilizing business analytics to determine membership needs and sales
-Expert knowledge of financial products and services with emphasis on Indirect Lending
products and services.
-Ability to work independently and manage multiple projects and competing priorities.
-Project management skills, demonstrated ability to analyze systems, problem solve,
make and implement recommendations for improving efficiency.
-Strong technical skills in the use of personal computers and various applications, i.e.
Word, Excel, PowerPoint and Outlook.