Director of Operations

This position is located at 4441 W. Airport Fwy., Suite 200, Irving TX 75062

PLS^® Overview: 

Why PLS? Because You Deserve Better!^®  PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

 

Position Overview: 

The Director of Operations is responsible for working with District Managers and providing the leadership necessary to ensure that all stores in the region deliver outstanding customer service, meet all operating objectives, sales, and financial goals, and follow all company policies and procedures.  The Director of Operations is responsible for ensuring team members and District Managers are motivated and trained and that qualified team members are developed and ready to fill open positions through expansion or turnover. 

Job Responsibilities:

• Ensuring that all stores in the assigned region are providing outstanding customer service and establishing relationships with our customers so they choose to do business with us again
• Resolving and documenting customer complaints
• Ensuring all team members are complying with all company policies and procedures
• Ensuring Field Employees comply with the Customer Information Program and Customer Due Diligence requirements, in addition to ensuring Field Employees are complying with the Policy and Program requirements.
• Actively verifying the appropriateness of state level processes and procedures for stores within their respective states and confirming full compliance by all Field Employees.
• Ensuring District Managers understand and take appropriate actions related to any AML, CTF, or sanctions issues that are identified by Internal Audit, regulatory agencies, or the Compliance Team that impact store operations.
• Coaching District Managers to establish weekly and monthly goals based on each store’s operational results, to improve performance
• Developing and implementing strategies to improve the region’s performance, increase total market share and revenue
• Preparing annual budgets with District Managers
• Analyzing monthly financial statements for each region/store to identify those that are not operating within the assigned budget and/or meeting financial goals and take corrective action
• Working closely with the HR team to ensure that teams are following proper guidelines/processes
• Forecasting and managing monthly revenues, gain of accounts, and bad debt results.
• Making decisions regarding large check check-cashing transactions t
• Visiting stores regularly to make sure they are operating per company policies and procedures
• Ensuring staffing, training and ongoing development of all team members in the region
• Developing, promoting, and monitoring effective career developmental programs and action plans for all team members
• Documenting and resolving all employee complaints or directing the issues to the proper level of management for resolution
• Ensuring that company audits are answered on time and per company policy.
• Representing the company in an honest, professional and enthusiastic manner
• Being a positive example to all team members by demonstrating professionalism, good conduct, and judgment at all times
• Recommending new store locations and overseeing the opening of new stores.
• Providing operational support and helping resolve accounting, auditing, legal, and customer service issues that the District Manager cannot resolve, by working with appropriate