Director, Credit Operations Support

Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Finance

We are seeking a Director, Credit Operations Support like you to join our amazing CFNA team.
This position is responsible for the overall leadership of Credit Operations back-office functions. This team is responsible for various processes, including, but not limited to, fraud prevention and detection, exception processing, operations and back office self-audits and reporting, compliance monitoring, dispute resolution, credit reporting, quality auditing of Operations front-line agents, and Operations training and development.
Bridgestone was born from a passion for contributing to society’s advancement and improving the lives of people everywhere. It’s the foundation of our commitment to services, quality and innovation that provides a springboard for the way forward in technology, sustainability and more.

In this role, your primary responsibilities will include:

Primary Duties:

• Delivers strategic and operational leadership in support of enterprise objectives
• Develops and implements goals, objectives, policies, and priorities for the department
• Assists in the development and administration of department budget; forecasts additional funds needed for staffing, equipment, materials, and supplies; directs the monitoring and approval of department expenditures
• Directs a team of managers. Works to develop employee skills, evaluates performance, provides feedback, and oversees resolution of employee relations issues within the department
• Consistently exercises independent judgment and discretion in matters of significance
• Provides daily guidance to the department with a hands on approach
• Delivers results that include measurable ROI, strategic innovation, performance reporting and people development
• Enhances and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement performance and goals.
• Proven experience developing and managing metrics, ensuring customer satisfaction, and reporting overall performance levels related to Operations and the call centers
• Ensures compliance with regulatory guidelines and standards
• Establishes and maintains relationships with key personnel within the organization
• Actively participates in various business and leadership committees as assigned.
• Identifies and influences leadership to facilitate improved performance across Operations
• Oversees the development of training and training solutions to maximize performance and results for the Operations areas
• Oversees and directs the Operation Support technical team to manage the technical aspects of business support with assigned systems and technology
• Evaluates trends related to the business to provide insight and recommendations to enhance current processes (complaints, Fraud, etc.)
• In conjunction with Compliance, reviews and disseminates information regarding new laws and regulations

Required Education and Experience:

• Read More...Bachelor’s degree (MBA Preferred)
• 10 years management experience in banking and/or call center
• Excellent verbal and written skills
• Collaborative with a strong desire to work in a team environment
• Outstanding critical thinking and analytical skills
   

Key Competencies

• Critical thinking and problem solving skills
• Planning and organizing
• Decision making
• Negotiation skills
• Persuasiveness
• Influencing and leading
• Delegation
• Teamwork
• Negotiation

Bachelor’s degree; 8+ years of relevant experience including 5+ years management or leadership experience Or Master’s degree; 6+ years of relevant experience including 4-5 years management or leadership experience.

We are building a team as diverse as the world we serve. We believe in championing all perspectives, individuals, and teams. If you find this opportunity compelling, we encourage to apply.

What we offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:

• A supportive and engaging onboarding experience to ensure a smooth transition into our team.
• The opportunity to develop and grow, through training and regular mentorship.
• Corporate Social Responsibility activities.
• A truly global, dynamic and challenging work environment.
• Agility and work/life effectiveness and your long-term well-being.
• A diverse and inclusive team.

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer.  It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.