Dividend - O&M Service Manager

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About Dividend:

Founded in 2013 in San Francisco, Dividend is a leading fintech point-of-sale lender for residential solar and home improvement financing. We created an easy straightforward process that enhances installer's ability to close deals fast, and help borrowers finance their projects seamlessly.

In May 2022, Dividend Finance became a division of Fifth Third Bank. We understand you're investing your time, energy and experience into our company, so it's important to us that we also invest in you. We aim to be the best part of your career journey through career development, a competitive benefits package, a flexible work schedule, a generous time away policy, and a company culture that fosters authentic work relationships, bold ideas, and empowered customers.

GENERAL FUNCTION:
The O&M Service Manager is responsible for overseeing all aspects of Dividend's O&M vendor network which provides service, repair, and maintenance work for our fleet of residential PV systems.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
*Manage a team of Service Coordinators
*Manage vendor relations
*Provide Executive-level reporting on O&M contractor performance, complaint resolution, and costs
*Work directly with Dividend's Sr. Manager, Account Success and Sr. Director, Partner Operations to identify and onboard O&M providers
*Diagnose system failures and determine the root cause and the correct path to resolution
*Identify and assign system repairs to Dividend's Field Service Provider network
*Assist the Complaint Management team in analyzing production, consumption, and offsets
*Provide real-time feedback and updates to internal and external stakeholders
*Coordinate with Installers, Homeowners, AHJs, Permitting Offices, and Utility companies
*Create and maintain a library of Standard Operating Procedures
*Identify opportunities for process improvement and work closely with internal and external stakeholders on their implementation
*Perform any other duties and special projects as assigned

MINIMUM KNOWLEDGE AND SKILLS REQUIRED:
*Bachelor's degree or equivalent working experience preferred
*5+ years' experience with PV installations
*Management experience preferred
*Experience in vendor management preferred
*Having thrived in a team-oriented, collaborative, and fast-paced environment across different functional departments
*Ability to learn quickly and adapt to changes in procedure on an ongoing basis
*Excellent documentation and record keeping skills
*Excellent customer service and communication skills
*Familiar with technology tools used by Dividend, primarily Salesforce, Box, Microsoft Office Suite, and Aurora.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.