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TITLE

 

Manager, Member Development

COMPANY

 

Lending Club

LOCATION

 

Salt Lake City, UT, US

Description

About the Role

 

Here at LendingClub, we take pride in helping our customers through our ethos of service: Lending Care. As leaders in the market, we seek individuals who are excited about their career, inspired by our vision and embody our values. In this role, you’ll have the opportunity to empower our frontline by helping them provide best in class service through three simple principles:
“Build a Relationship, Make it Easy, and Think Ahead”
Our team focuses on taking inbound calls with the goal of completing borrower applications over the phone and listing loans on our platform. This role oversees, develops, motivates and trains the Supervisors who manage the front-line agents taking these calls, as well as completing any and all ancillary projects that may lead to increased employee engagement, motivation, sales acumen, & professional development

This role will consist of: 65% ongoing coaching and leader development, 35% special projects. We’re looking for a high energy, actively engaged coach, teacher, leader and strategic thinker that is fueled by improving the results of an entire sales team. The successful candidate will be motivated to make major leaps in year-over-year quota attainment and break records consistently, while managing the small details of day-to-day execution across a sales team of 75+ front line agents.

 

 

What You'll Do

 

  • Lead and manage a team of 5 to 10 front-line Team Leads
  • Hold weekly 1 on 1s and team meetings with your Supervisory team
  • Attend or hold daily or weekly huddles, standups, roleplay sessions, and scheduled or ad-hoc sales trainings whenever necessary 
  • Performance leading your team
  • Demonstrate total ownership of the metrics surrounding sales and customer service performance in your sales team: conversion, customer satisfaction, dollars issued versus goal, year-over-year growth, etc.
  • Taking initiative to make decisions and act quickly
  • Successfully executing new company rollouts
  • Successful in building and scoping small pilots that could lead to big improvements in revenue and/or profitability
  • Act as Hiring Manage for sales department, helping shape talent profile
  • Work with Marketing & Recruiting to assess forecast of future headcount and hiring needs through a changing fiscal year
  • Work with Telephony and Workforce Management weekly to determine staffing levels to maximize important call center metrics 
  • Lead a fast-paced quickly changing environment with uncertainty
  • Lead by example and being ready to jump on the phones if necessary
  • Be available to take customer escalations at any time and resolve customer complaints with a high level of professionalism and world-class customer service, including closing deals in the moment when necessary 
  • Be an innovative thinker: evolve the business unit’s performance by continuously ideating on new pilots, projects, or improvements that could result in increased revenue and profitability for the company
  • Interact constantly with business partners across a wide variety of departments (QA, Learning & Development, Compliance & Legal, Customer Support, Credit, Fraud, Consumer Advocacy, Product & Technology, Marketing, & more) and build key relationships of influence with responsible parties in other departments, building consensus for key initiatives and change management 
  • Motivate, inspire, & unlock the potential of high performance and high potential individuals; improve the skillset of new leaders; proactively manage low performers.
  • Leadership development; develop and prepare high-potential agents for possible internal promotions into team leadership via internal leadership development program
  • Master both Inbound and Outbound sales channels and call flows
  • Be able to work with 1st party vendors who provide Business Process Outsourcing; be willing and able to travel for onshore or nearshore call center training, development, and ongoing performance management
  • Have a high aptitude and propensity for continuous self-improvement

 

 

About You

 

  • Bachelor’s degree required; 4+ years of people management experience required; 2+ years of experience leading people leaders a plus
  • Experience in sales leadership required
  • Consistent track record of success as an individual sales contributor
  • Consistent track record leading other sales teams to success
  • Strong communication, influencing and presentation skills
  • Real passion for Lending Club and building new untested divisions


LendingClub is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, pregnancy status, veteran status, or disability status. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system​.

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