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 documenting trends and follow-up actions Ability to balance multiple priorities and support a team working across several business areas, including through change and cross-skilling Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and associates Strong problem-solving skills, with the ability to identify trends, process gaps, and training opportunities Work Location Lehi, Utah The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level. Time Zone Requirements Primarily MT While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary. Travel Requirements Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed. Compensation The target base salary range for this position is 65,000 - 80,000 . The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for an annual bonus (which is based on company performance, employee performance and eligible earnings). We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more. Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected]. Notice on AI Tool Use For select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process. You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out. During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment. We will only share your interview, transcription, or summary with persons whose expertise or technology is necessary to process your application, evaluate your fitness for a position, and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information, please refer to our Privacy Disclosure . We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.