Ivan Cirkovic
Chicago,IL
Summary
Operations Manager with a strong track record of building high-performing teams and driving measurable results. Experienced in frontline performance management, issue resolution, and cross-functional collaboration. Known for developing talent, improving processes, and aligning execution with compliance standards.
Overview
2026
2026
years of professional experience
Work History
Application Advocate Manager
OppFi
03.2023 - Current
- Manage team performance across AHT, Adherence, QA, CSAT, and FCR, with a focus on coaching toward quality and efficiency.
- Partner with the Escalation Manager to investigate and resolve complex customer issues, ensuring outcomes align with compliance standards and company policy.
- Lead monthly disconnect audit reviews, documenting findings, coaching outcomes, and compliance risks.
- Collaborated with the Lead of Operations Data Analytics to refine Tableau dashboards, ensuring metric accuracy between Five9 and Tableau reporting; contributed to improving data consistency and visibility across frontline performance KPIs
- Partner with QA, WFM, and Training to analyze performance trends and identify process improvements.
- Conduct root cause analysis on failed calls, repeat contacts, and low-CSAT interactions, implementing corrective coaching or workflow adjustments.
- Maintain thorough documentation of coaching sessions, performance concerns, and accountability measures.
- Contributed to the creation of the Application Advocate Expectations & Accountability Guide to support clarity, consistency, and alignment across frontline roles.
- Work closely with leadership on performance reviews, escalation handling strategies, and continuous improvement initiatives.
Loan Advocate Manager
OppFi
04.2019 - 03.2023
- Managed two Loan Advocate teams totaling 30 employees; drove performance across QA, Adherence, PPH, and Customer Satisfaction.
- Led day-to-day operations focused on loan application processing, compliance review and funding efficiency.
- Oversaw dual-function responsibilities including application progression and high-volume inbound/outbound customer communication
- Served as a primary escalation manager, resolving complex customer issues in line with regulatory standards and company policy
- Analyzed daily production reports to identify coaching opportunities, optimize performance, and reduce errors.
- Partnered with QA, Risk, and Training to implement process improvements that strengthened compliance and operational consistency
- Maintained audit-ready documentation and escalated potential risk findings to leadership
- Participated in a multitude of meetings for continuous improvement by generating suggestions and engaging in problem-solving activities.
- Promoted several team members into leadership roles through structured development plans and coaching
Loan Advocate/Night Shift Supervisor
OppFi
6 2016 - 04.2019
- Promoted to Night Shift Supervisor based on performance and leadership in both customer service and loan processing.
- Oversaw all evening shift operations, including loan application processing, inbound/outbound customer calls, and team performance.
- Served as the sole supervisor on duty during night hours, managing escalations, real-time coaching, and daily shift reporting.
- Delivered consistent coaching focused on QA performance, compliance standards, and documentation accuracy.
- Balanced leadership responsibilities while maintaining personal performance metrics as a dual-role advocate.
- Coordinated with day-shift leadership to ensure continuity of operations and alignment on process updates and escalated cases.
- Partnered with QA and Training to roll out updates and maintain policy adherence across shifts.
Loan Originator
Avant
03.2015 - 06.2016
- Processed loan applications with high accuracy and efficiency in a fast-paced environment.
- Delivered quality customer support and maintained strong communication throughout the loan lifecycle.
- Helped develop and implement training processes for new hires in loan origination.
- Recommended process changes to improve accuracy and responsiveness of the customer service team.
- Ensured compliance with company policy and regulatory requirements on every loan reviewed.
Senior Financial Consultant
Bank Of America
12.2013 - 10.2014
- Assisted clients with complex account and loan inquiries, ensuring timely resolution and compliance with financial regulations.
- Originated and processed consumer loan applications while maintaining accuracy, documentation standards, and service excellence.
- Built strong customer relationships by identifying needs and offering tailored financial solutions.
- Collaborated with internal departments to resolve account discrepancies and support loan funding.
- Maintained in-depth knowledge of lending products, internal processes, and regulatory guidelines to ensure compliant service delivery.
Corporal
U.S Army
- Honorable Discharge.
Skills
- Coaching & Performance Management
- Root Cause Analysis
- Cross-Functional Collaboration
- Escalation Handling
- Compliance & QA Alignment
- Tableau & Metric Reporting
- Process Improvement
- Documentation & Audit Readiness
Languages
Fluent in [English,Serbo-Croatian,Polish]
Timeline
Application Advocate Manager
OppFi
03.2023 - Current
Loan Advocate Manager
OppFi
04.2019 - 03.2023
Loan Originator
Avant
03.2015 - 06.2016
Senior Financial Consultant
Bank Of America
12.2013 - 10.2014
Corporal
U.S Army
Loan Advocate/Night Shift Supervisor
OppFi
6 2016 - 04.2019
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