Shared Services Manager (Consumer Servicing)

RemoteRemoteFull TimeManager / Head$72,000–$120,000 /yrPosted 2 days ago

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Required skills

consumer servicing
shared services
operational risk management
process optimization
performance management
training
quality
customer service delivery
SLAs
metrics

Nice to have

vendor management
process automation
workflow systems
SF mail room
returned checks
returned cards

Role summary

Pathward is seeking a Shared Services Manager for Consumer Servicing to lead a 10-member team. This remote role involves overseeing operational processes, first-line defense for risk management, and staff supervision to achieve enterprise objectives and SLAs. Responsibilities include hiring, training, performance management, developing operational policies, managing customer service delivery, and ensuring risk and compliance controls. The role focuses on process simplification and automation, with core functions in legal processing, mailroom operations, and credit processing. A Bachelor's degree or equivalent experience and 5+ years of relevant experience are required.

We are a hybrid, remote-office company dedicated to growing our talent anywhere!

We have onsite locations in: Sioux Falls, SD, Phoenix, AZ, Louisville, KY, Troy, MI, Franklin, TN, Easton, PA.

At Pathward, we take tremendous pride in our purpose to create financial inclusion for all™. We are a financial empowerment company that works with innovators to increase financial availability, choice, and opportunity for all. We strive to remove barriers that traditional institutions put in the way of financial access, and promote economic mobility by providing responsible, secure, high quality financial products.

We are a team of problem solvers and innovators who celebrate our differences and know that our unique perspectives make us stronger and well-positioned for success. We celebrate, and embrace, our team members through our *HUMBLE*HUNGRY*SMART approach, and we believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve.

About the Role:

Leads the Shared Services Operations and processes of the company, including support of all business lines, first line of defense oversight of operational risk management, and the supervision of staff to ensure delivery of enterprise objectives. Achieves metrics and SLAs to ensure satisfactory delivery to internal and external customers.

What You Will Do:

Responsible for management of teams and others including hiring, training, quality and performance management.

Develops and oversees implementation of department plans and operational policies and procedures as required.

Manages internal and external customer service delivery and initiatives to meet or exceed business objectives.

Develops or manages metrics and other measurements for workforce productivity and achievement of SLAs and budgets.

Ensures systems and first line of defense controls are in place to manage operational risk and regulatory compliance.

Optimizes operational processes through simplification and/or automation.

Acts as a subject matter expert in designated Operations discipline.

Other duties as assigned.

What You Will Need:

Bachelor's degree or equivalent education and work experience.

Typically 5+ years with bachelor's or equivalent.

Attention to detail

Planning and organizing work

Strong written and verbal communication skills

Results oriented

Distinguishing Characteristics:

The Shared Services Manager – Consumer Servicing leads a 10-member team responsible for hiring, training, quality and performance management, and first line operational controls.

Oversees metrics for productivity, SLAs, and business objectives; ensures 1LOD controls for risk and compliance; and drives process simplification and optimization.

Core functions include legal processing (garnishments, levies, bankruptcies, and subpoenas), SF mail room, returned checks/cards, on-site duties, and credit processing.

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range: $72,000 – $120,000

The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future. This role is also eligible for an annual performance-based incentive opportunity. Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

#LI-Remote

Don’t have everything listed under qualifications? If you’re excited about this role but your experiences don’t match exactly to everything in the posting, we encourage you to apply anyway. You may be just the right candidate for this or other Pathward roles. Pathward is an equal employment opportunity employer and considers candidates for roles without regard to their race, sex, national origin, ethnicity, age, disability or any other category protected by law.

Who we are:

Our commitment to inclusion is woven into our DNA. We believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, transgender status, pregnancy, national origin, age (age 40 and over), disability, genetic information, marital status, hair texture or hairstyle, ancestry, service in the uniformed services, protected veteran status, status as a victim of domestic violence or any other class protected by federal, state and local laws.

Please click here to learn more about our benefits and review information about our Privacy Policy, Affirmative Action Plan and other notices. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. For assistance completing an application, please contact a Pathward People & Culture Representative by emailing – careers@pathward.com

Please click here to view Pathward's Applicant Privacy Notice.

Applications will be accepted for a minimum of 3 days after posting, and there is no predetermined date by which applications should be submitted.

Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights.

Candidate Scam Warning

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