Loan Operations Representative at TD servicing loans through administrative tasks and customer inquiries. Handling complex inquiries and providing procedural knowledge to less experienced staff.
About the role
- Operations Excellence Manager analyzing customer claims for operational quality improvement. Collaborating with teams to drive corrective actions and enhance customer experience at Jiffy.
Responsibilities
- Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes.
- Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions.
- Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained.
- Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring.
- Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions.
- Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience.
- Communicate findings and action plans to leadership, ensuring alignment and accountability across teams.
Requirements
- **Basic Qualifications**
- Bachelor’s degree in Engineering, Operations Management, Supply Chain, Business Administration, or a related field.
- 5–8 years of experience in operations, quality, or customer success/experience roles.
- Background in claims management, customer issue resolution, or quality systems.
- Strong analytical skills with demonstrated ability to translate customer issues into operational improvements.
- Proficiency with root cause analysis and corrective action frameworks (e.g., 5 Whys, Pareto analysis).
- Experience collaborating with software/product teams to define data and tooling requirements.
- Excellent written and verbal communication skills, with ability to influence across functions.
- Understanding of e-commerce, printing, or consumer goods fulfillment operations is highly valuable.
- **Preferred Qualifications**
- Experience designing or implementing claims dashboards, categorization workflows, or RCA tools.
- Proven ability to work seamlessly across Customer Service and Operations teams.
- Advanced degree or certification in Quality, Operations, or related field (e.g., Six Sigma, Lean).
Benefits
- **What We Offer**
- Compensation & Growth: Competitive salary, equity opportunities, and performance-based bonuses.
- Comprehensive Benefits: Full medical, dental, and vision coverage, with a portion of premiums paid by Jiffy.
- Retirement Planning: 401(k)
- Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
- Tools for Success: Choice of MacBook or PC laptop, plus equipment for your home office setup.
- Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
- Professional Development: Annual stipend to support your learning and career growth.
Job title
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