Jonathan Moss
Greenville,SC
Summary
Seasoned Operations Manager and talented leader with over 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
Work History
Operations Manager
Global Lending Services LLC
2023.10 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed multiple vendors to achieve high performance and accurate delivery of services.
Manager of Human Resource Administration
Global Lending Services LLC
2018.07 - 2023.10
- Streamlined and optimized HR processes and procedures, leading to a reduction in administrative time and costs, and an increase in overall department efficiency.
- Led a team of HR professionals, providing guidance, coaching, and training to enhance their performance and professional growth
- Successfully managed and implemented the organization's benefits program, resulting in a significant increase in employee satisfaction and retention rates
- Led and directed the HR team in configuring the new HRIS (UKG), exceeding strict project deadlines and achieving exceptional employee satisfaction
Loan Servicing Manager
Global Lending Services LLC
2016.06 - 2018.07
- Managed a team of 15 loan servicing professionals, ensuring timely and accurate processing of loan payments, collections, and customer inquiries
- Streamlined loan servicing processes, resulting in a 25% reduction in hold times and a 20% increase in customer satisfaction ratings
- Developed comprehensive training materials for new hires, resulting in faster onboarding and increased productivity.
- Reviewed and updated departmental procedures regularly, identifying opportunities to refine processes for further efficiency gains.
- Contributed to a positive workplace culture through open communication channels and regular feedback sessions with team members.
Edge Program Project Manager
Resurgent Capital Services
2015.09 - 2016.04
- Led a cross-functional team of 5 members in the successful completion of a high-profile project, resulting in 60% success rate in identification of missing judgments in the state of NC
- Proactively identified and mitigated project risks, ensuring on-time delivery and high customer satisfaction
- Collaborated with stakeholders to define project goals and objectives, and created project plans and schedules that were adhered to by the team, resulting in a 100% project success rate.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Associate Relations Leader
MAU Workforce Solutions
2010.11 - 2014.02
- Led employee relations efforts for 350+ associates resulting in a 25% decrease in turnover rates and improved morale
- Developed and implemented HR policies and procedures resulting in a 15% reduction in employee relations issues
- Conducted thorough investigations into workplace complaints resulting in swift and fair resolutions and positive outcomes for all parties involved
- Developed and delivered attendance tracking programs to improve leader oversight resulting in a 60% reduction in time spent on attendance review, while ensuring consistent application of attendance standards.
Education
MBA -
King University
Bristol, TN01.2010
Bachelor of Arts - Professional Communication
King University
Bristol, TN01.2009
Skills
- Employee Relations
- Performance Management
- Vendor Sourcing
- Strategic thinker
- Leadership
- Communication skills
- Problem solver
- Operations Management
- Customer Service
- Planning and Implementation
Timeline
Operations Manager
Global Lending Services LLC
2023.10 - Current
Manager of Human Resource Administration
Global Lending Services LLC
2018.07 - 2023.10
Loan Servicing Manager
Global Lending Services LLC
2016.06 - 2018.07
Edge Program Project Manager
Resurgent Capital Services
2015.09 - 2016.04
Associate Relations Leader
MAU Workforce Solutions
2010.11 - 2014.02
MBA -
King University
Bachelor of Arts - Professional Communication
King University
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