Operations Manager, Closing

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

The position of Manager, Closing will oversee the business support operations we provide for our company. You will monitor and manage specific business operations support teams to ensure timely services that support our broader operations with the highest quality standards. You will report to the Senior Closing Manager and will frequently collaborate with leaders from Operations, Quality and Continuous Improvement, providing gold-standard support. In addition, you will often interact with team members at our parent Forward Financing, LLC, across sales, Underwriting, Sales, and Compliance.

In this role, you will:

• Be part of a high-performing culture that is both collaborative + supportive, results-driven, where people love to come to work;

• Manage production capacity and performance of our local operations while ensuring high quality.

• Promote a company culture that encourages top performance based on SLAs and, ultimately, operational excellence.

• Manage team relationships effectively across all organizational areas to ensure exceptional performance.

• Guide and coach team members

• Plan and track production goals and staffing plans.

• Consistently identify and implement efficiencies that add value to the company.

• Demonstrate strong problem-solving and analytical skills.

• Refine and improve key KPIs to measure and drive performance

• Develop and support and promote a healthy and safe work environment.

• Be a strong brand ambassador for our Culture.

About You:

• Passionate: You love what you do and have a positive attitude; understand the impact of your work while demonstrating high energy and high-level commitment.

• Collaborative & Supportive: Ability to work with others, taking upon ownership of different tasks to ensure work gets done in an efficient, effective, equitable way. Team Player.

• Competitive: Strong desire to win both as an individual and team.

• Emotional Intelligence: High degree of self-awareness. Handles interpersonal relationships judiciously and empathetically.

• Communicator: Comfortable communicating and networking. Speaks and writes clearly and articulately without being overly verbose or talkative and possesses an openness to people and a willingness to hear what others are saying.

• Attentive to detail: You take great care and time to review important information to ensure the accuracy & quality of what is being conveyed.

• Coachable: Open to feedback and continual professional improvement. Able to adapt to changes.

• Proactive and results-driven: Willingness to go the extra mile to get things done, including working overtime hours at times if needed.

• High Standards: Quality orientation. Follow through on commitments. A multitasker who gets things done.

• Strategic Thinker: Able to think and act both tactically and strategically. Able to see and communicate the big picture in an inspiring way. Determine opportunities and threats through comprehensive analysis or current and future trends.

Requirements:

(Even if you don’t check every box, but see yourself contributing, please apply.)

• Bachelor’s degree in Industrial Engineering/finance or related field.

• 1+ year of work experience managing service or operations-related groups.

• Advanced computer skills.

• Excellent written and verbal communication skills, comfortable communicating and networking.

• Ability to run statistics, understand them, and link them with the planning and production goals

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.5 billion in funding to more than 87,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.6 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

US Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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