Job Title: Head of Operations
Department: Operations
Location: Miami, Florida (Onsite)
Reports To: COO/CTO
Type: Full-Time
FLSA: Exempt
Head of Operations
About BMG Money
Our mission is to provide affordable and responsible credit to help everyday people overcome life’s unexpected expenses and build a stable financial foundation. We all share one vision— to champion the overlooked by using technology to create a path to financial freedom.
Job Summary
As the Head of Operations, you will be the engine room of our organization. You will design, implement, and scale the operational framework that powers our lending lifecycle—from the moment a loan is processed to the ongoing health of our credit reporting and fraud prevention. You will lead a multi-disciplinary team to deliver a seamless, automated, and compliant experience across all service channels, ensuring the business scales efficiently without relying on linear headcount growth.
Supervisory Responsibilities
- Lead and scale a multi-disciplinary operations department, managing "teams of teams" across Loan Processing, Customer Service, Fraud Operations, Service Ops, and QA/Training.
- Recruit, coach, and grow diverse operational talent and frontline management.
Duties/Responsibilities
Lending & Fulfillment
- Oversee the end-to-end Loan Processing lifecycle, ensuring speed, accuracy, and adherence to lending policies.
- Drive continuous improvement in core metrics
Service Excellence
- Lead the Customer Service strategy, managing high-volume Service Channels including Email, SMS, and our AI Chatbot (ADA).
- Optimize for first-contact resolution, CSAT, Bot Deflection Rate, and Average Response Time.
Back-Office & Compliance
- Direct the Fraud Operations team to mitigate risk and keep Fraud Loss % strictly controlled.
- Manage Credit Bureau Reporting (e.g., Metro 2) to ensure 100% Reporting Accuracy Rate, data integrity, and regulatory compliance.
Operational Infrastructure
- Own Service Ops, proactively identifying bottlenecks in the workflow.
- Co-own cash reconciliation with Finance.
- Implement automated solutions and system improvements to scale the business efficiently.
Quality & Growth
- Drive the Training and QA department to ensure all agents are up-to-date on product changes.
- Maintain elite service levels through rigorous auditing, aiming for high Quality Scores and rapid Speed to Proficiency for new hires.
Required Skills/Abilities
- Deep technical familiarity with AI-driven service tools (ADA or similar) and loan origination systems (LOS).
- Strong analytical mindset; ability to translate complex "Credit Bureau" or "Fraud" data into actionable business strategies.
- Proven leadership track record of managing diverse functions, from creative training teams to technical fraud analysts.
- Strong regulatory knowledge and understanding of FCRA, GLBA, and other lending-related compliance requirements.
Education and Experience
- Bachelor’s degree required.
- 10+ years of experience in Operations, ideally within Fintech, Banking, or Lending required.
- 1+ years of experience managing call center operations (BPO)
Other Requirements
- Ability to travel to Mexico BPO site for one week, every other month.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
