Sr Supervisor, SRT

Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more. About the Role At Happen Bank, we deliver clear, consistent, and reliable support for our members and our internal teams. The Service Response Team (SRT) is our flexible, cross-skilled Operations team, moving between phone and non-phone workflows across multiple lines of business to support service levels, queue coverage, and business continuity. The Sr. Supervisor, SRT leads a team of approximately 16 cross-skilled associates supporting up to 12 lines of business. You’ll own day-to-day team leadership, performance coaching, associate development, skill readiness, and execution of the SRT support model. We’re looking for a strong frontline leader who can coach across multiple workflows, use performance data to spot trends, and build a high-performing team culture rooted in flexibility, accountability, and operational impact. You’re comfortable in a fast-paced Operations environment, balance competing priorities with ease, communicate clearly, and help your team navigate change and cross-skilling as business needs evolve. What You'll Do Lead and support a team of approximately 16 cross-skilled SRT associates who support multiple phone and non-phone functions across Operations Coach associates across workflows and lines of business through 1:1s, call reviews, QA results, and real-time feedback Use performance data, including adherence, AHT, QA, and cross-skill readiness, to identify coaching opportunities, performance gaps, training needs, and process improvements Support associates in maintaining proficiency across assigned skills by reinforcing procedures, sharing updates, and helping them apply feedback consistently Partner with the SRT Manager, WFM, L&D, QA, and department leaders to support cross-skilling, queue coverage, training readiness, and team performance Coach associates through complex situations, building ownership, call control, and confident resolution, while reinforcing a team culture rooted in flexibility, accountability, and continuous improvement About You 2+ years of leadership experience within Operations, including coaching, managing performance, and delivering feedback Experience leading or supporting a multi-skilled team preferred Strong ability to coach using performance data, call observations, and QA feedback, with strong attention to detail in…