Professional Services Operations Supervisor

JOB TITLE: Professional Services Operations Supervisor
DEPARTMENT: Professional Services
REPORTS TO: Professional Services Manager
SUMMARY:

The Professional Services Operations Supervisor has two primary responsibilities: processing incoming orders, and supervising the data entry activities of our remote Spanish-speaking team located in Peru. Specific to managing incoming orders, this role supports our inspections, pre-close, and construction administration teams with receiving, validating and assigning new service orders. Additionally, this person will act as a liaison between the local and remote Professional Services teams to direct priorities, handle escalations, create training and documentation, and validate the quality of the work performed.

PRIMARY DUTIES:
  • Validate orders for completeness, manage distribution of work, and communicate with clients to secure required information.
  • Direct and prioritize the work of the Peru team.
  • Ensure resources are being utilized effectively through proper scheduling and resource management
  • Ensure that all tasks managed by the Peru team are handled in accordance with Service Level Agreements (SLAs) while providing excellent customer service
  • Balance the Peru Team’s efforts across multiple Professional Service teams’ needs based on daily and weekly fluctuations in Professional Services order volumes
  • Act as a liaison and be accountable to multiple US-based Professional Service departments to provide answers and guidance to loan-level and client-related questions from the Peru Team
  • Provide training and documentation in Spanish to the Peru team
  • Develop and deliver daily/weekly/monthly performance metrics
  • Work with the Senior Operations Manager to identify and enhance processes for improved efficiency
  • Identify US-based activities that can be transferred to the Peru Team. Create and execute on the transition plan, training, and documentation
  • Produce annual performance reviews and holds regular 1-on-1’s with direct reports
  • Own escalation resolutions
  • Oversee the onboarding of existing loans from clients who require bulk loan onboarding in coordination with Land Gorilla’s Implementation team
REQUIRED QUALIFICATIONS AND SKILLS
  • Fluent in Spanish and English
  • Uses good judgment to make sound decisions, and adapt quickly as day-to-day business needs fluctuate.
  • Experience in process development and enjoys continuous improvement
  • Excellent communication and leadership skills
  • Strong organizational, quantitative and problem-solving skills
  • Attention to detail
  • Ability to meet deadlines
  • Ability to perform multiple assignments without immediate supervision
  • Excellent verbal and written skills
  • Solid computer and software aptitude; familiarity with Google Suite
  • Enjoys a fast-paced environment
  • Construction background is a plus

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the departments.

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