Senior Director of Operations, Current
$220-280k
+ Stock options and discretionary performance bonus program
Online banking & financial services
Open for applications
Online banking & financial services
201-500 employees
Open for applications
$220-280k
+ Stock options and discretionary performance bonus program
201-500 employees
Company mission
To build the future of banking
Role
Who you are
- 10+ years of progressive management experience in operations functions
- Operations Expert - proven track record of managing large teams. Proven ability to drive operational transformation which enables more effective and efficient processing
- Prior experience managing outsourced operations is required
- Hands-on leader who goes deep with their team and is process-oriented
- Must have strong experience in disputes/chargeback and risk operations domains
- Experience operating within regulatory frameworks such as Reg E, Reg Z, FCRA, UDAAP, NACHA, other regs is a must
- Exceptional written and oral communication skills
- Exceptional people leader and collaborator
- Undergraduate Degree is required
What the job involves
- Are you an operations leader with a passion for building and leading high-impact teams
- We’re looking for a Senior Director of Operations to take ownership of our operations and drive efficiency, compliance, and process excellence
- In this high impact role you will lead critical functions including front line customer support, escalations, disputes and chargeback processing, and back-office risk operations
- As our company scales rapidly, your leadership will be essential in ensuring smooth, effective, and customer-centric operations
- We need a proven, hands-on operations expert with exceptional critical thinking and executional rigor, and a business owner mindset
- Reporting directly to the VP of Risk and Operations, you’ll have the opportunity to shape the future of our operational infrastructure and make a significant impact on our business
- Define, develop, deliver, and manage key business processes for customer support, dispute/chargeback, and risk management manual workflows
- Recruit, develop, and lead an operations team and offshore support teams to drive company and role objectives
- Oversee disputes/chargeback processing, ensuring compliance and delivery within SLAs
- Oversee back office risk operations, including areas like KYC and high risk transactions reviews
- Ensure the highest standard of customer care is delivered, including managing delivery against response time, customer satisfaction, quality scores, and other core KPI targets
- Develops and maintains procedures for all key workflows, including documentation of non-manual processing in partnership with strategy functions
- Owns continuous improvement of manual processing, including hiring / profile strategy(s), QA oversight and delivery, talent management including agent scorecards, coaching, and performance management, and six sigma process improvement
- Interface with bank partners and conduct/own key compliance items such as 1LOD testing, audit/exam responses, controls improvements, and relevant complaints response
- Owns BPO relationship(s) including driving strategic footprint, ensuring strong weekly/daily vendor output, and managing BPO costs
- Partners with Operations Analytics teams to ensure we efficiently meet peak volume periods and achieve KPIs across all support channels/queues
- Surfaces opportunities for more effective and efficient processing; partners with servicing strategy teams on business case and delivery (as needed)
Our take
Current is a neobank offering digital banking services, with a focus on younger generations and paycheck-to-paycheck customers. It offers a swathe of innovative services including on-demand pay and overdraft protection to people underserved by traditional institutions.
Younger customers are expected in the coming years to pivot from legacy institutions to the higher functionality and lower costs of consumer-first neobanks like Current. By netting an average customer age of 27, Current is establishing itself as a pack leader among rival but less well-funded neobanks like Step or Till.
It is also successfully competing with legacy institutions by exploiting the relatively adaptive nature of neobanking: Current has previously offered customers advanced access to stimulus checks, and is seeking to expand into crypto. The company continues to raise funding, the latest of which will help fuel growth and an accelerated path to profitability.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2021
$220m
SERIES D
Nov 2020
$131m
SERIES C
Total funding: $392.6m
Company benefits
- Company equity
- Flexible vacation policy
- Commuter benefits
- Discretionary bonus program
- Work from home opportunities
- Medical, Dental & Vision
Company HQ
Little Italy, New York, NY
Leadership
Stuart Sopp
(Founder & CEO)Worked as a Trader for BNY Mellon and Deutsche Bank for a combined 9 years before serving as Head of Trading at Citi and Morgan Stanley. Left this role after 5 years to found Current in June 2015, working as CEO ever since.
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