Manager, Partner Quality

Summary

Join Pathward, a hybrid, remote-office financial empowerment company, as the Manager of Operations Support! Lead and mentor a team of Partner Quality Specialists, ensuring compliance and driving operational excellence. You will oversee hiring, training, performance management, and quality reviews. This role demands strong leadership, communication, and analytical skills, along with experience in banking and payments. Pathward offers a competitive salary, comprehensive benefits, and opportunities for professional growth. The company is committed to creating financial inclusion and fostering a collaborative, inclusive work environment.

Requirements

• Bachelor's degree or equivalent education and work experience
• Typically 5+ years with bachelor's or equivalent in Business Administration, management, or a related field
• Banking – payments background
• Strong interpersonal skills with the ability to build rapport and motivate team members
• Excellent communication skills, both verbal and written
• Analytical mindset with the ability to analyze data and make informed decisions
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Strong organizational skills with a keen attention to detail

Responsibilities

• Manages a team of Partner Quality Specialists by providing guidance, support, and direction to team members to ensure the achievement of departmental objectives
• Interview, hire, onboard, lead, and maximize team performance by monitoring progress toward goals
• Completes performance management by monitoring and evaluating team performance, providing regular feedback and coaching to enhance team productivity and effectiveness, and address any performance issues as they occur
• Perform routine quality review of the staff’s work to ensure processes are being followed and coach as necessary
• Ensure adherence to company policies, procedures, guidelines, and regulatory requirements to maintain compliance and minimize risk
• Manages the initial and on-going training of team members
• Proactively identify opportunities for process improvement and efficiency gains, driving continuous improvement initiatives within the department
• Implement and maintain efficient operational processes to streamline workflows and optimize resource utilization
• Work closely with various departments and teams to facilitate cross-functional initiatives, projects, and processes
• Foster a collaborative work environment by promoting teamwork, communication, and knowledge sharing across departments
• Cross functional collaboration with internal teams and Partners to drive successful program implementations and set up new program concepts
• Ensure delivery of superior service to our partners, both internal and external
• Prepare and present regular reports on team performance, operational metrics, and key performance indicators to senior management
• Becomes an expert in network association and payments industry rules and regulations
• Maintains thorough knowledge of contractual relationships between all parties and ensures compliance with all contractual obligations around service delivery
• Other duties as assigned

Benefits

• Health insurance
• 401(k) retirement benefits
• Life insurance
• Disability benefits
• Paid time off