ABOUT HAPPY MONEY 

Happy Money is a financial technology company on a mission to develop and deliver affordable and accessible financial tools and services that empower people to use money as a tool for their happiness. Members benefit from loans funded by a national network of customer-focused lending partners and designed to help them accomplish their goals. 

Backed by leading investors including Anthemis Group, FirstMark Capital, and CMFG Ventures, Happy Money has helped over 208,000 members since inception – working with lending partners to fund over $3.7 billion in loans*. Founded in 2009, Happy Money has a passionate and purpose-driven employee base of over 400 people across the United States. For more information, please visit happymoney.com. 

*As of 12/31/2021

ABOUT THE ROLE

At Happy Money, we’re reinventing the way people manage their finances. We strive to help Americans find happiness through financial freedom - our mission is all about turning borrowers into savers. We are looking for leaders who want to make an impact while making a difference.

We are hiring a Director of Loan Operations to lead our Verifications Team; Happy Money's underwriting department. This position reports directly to the Senior Director of Operations. The ideal candidate is a strong people manager with proven experience in underwriting and/or loan processing. We are looking for someone with experience in scaling and who is a consistent learner with a demonstrated growth mindset. You will inherit three direct reports who collectively manage 26 employees.

This role will review and implement underwriting and call center strategies to assist applicants who are seeking a loan with Happy Money. This is a critical role for Happy Money’s originations engine while ensuring the correct risk controls are in place. This is a highly collaborative role that will partner regularly with other Operations managers and cross-functional teams. 

If Hired, You Will

• Lead a team of managers for Verification by managing performance, behavior and goal setting through effective one-on-one meetings, coaching, and mentoring
• Provide thought leadership to front-line underwriters to execute on near-term goals while moving towards a longer-term implementation of process efficiencies and quality control
• Establish and lead the team to meet KPI and SLAs by defining clear objectives, responsibilities and priorities
• Identify opportunities to leverage product enhancements to create an optimal customer experience, strengthen operational controls, and ensure flawless execution against policy and procedures
• Build strong relationships and collaborate effectively with the product, engineering, and compliance teams to launch, improve and scale HM products, tools, and systems
• Make critical-business decisions: break down complex business problems and back up reasoning using advanced analysis and insights
• Run multiple work streams and projects with a fine eye for detail, quality, and deadlines

ABOUT YOU

• 5-10 years of demonstrated experience leading operations teams 
• 5+ years of experience in loan processing or underwriting
• Proven success in using data-driven insights to build processes, devise a strategy, and implement changes in operations
• Deep understanding of support, support analytics, KPI’s, productivity, and quality improvement levers
• Passion for improving member outcomes and experiences
• Willing to roll up your sleeves and work alongside your team in the details but able to maintain a strategic stronghold
• Experience working with third-party vendors to ensure accuracy and productivity in verifying member data e.g. Bank account information, credit report review, identity
• Strong communication skills and proven ability to influence using quantitative and qualitative reasoning
• Strong presentation skills - both written and verbal; ability to create, present, and influence stakeholders with data
• Experience operating in a fast pace, rapid-change environment where matrix reporting and reliance on others is the norm to get things done

BONUS POINTS FOR

• Experience in Financial Services or FinTech
• Previous operations strategy or business strategy analysis experience
• Large scale strategist with experience in a rapid-growth environment

Here at Happy Money, we live by our core values of Love, Trust, and Hustle and welcome all. Love is shown in how we develop meaningful relationships with everyone we interact with; whether it’s a member or your manager. Trust is shown through how we empower each other to come to work as our true selves and embrace our differences. Hustle is shown through how we fail fast and learn from our mistakes. No one is perfect, we’re all human; if this job description doesn’t exactly match your background, we encourage you to apply anyway!