how would you think about scaling transfers-In operations to deliver the anticipated monthly volumes

INSTRUCTIONS TO CANDIDATES

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Instructions:

We are on a mission to deliver frictionless and reliable financial services to our clients at the lowest cost base in the industry.  As Transfers Manager, you will lead the team that owns part of that mandate. This quarter, we’re on track to process ~4-5K transfer-ins per month, and in 2020 we expect to process 7-10K transfer-ins per month. What works today likely will not work in the future and ultimately requires that we focus on scaling/professionalizing our operations while driving down our operating costs.  

We have a team of 5 Operations Associates and Specialists supporting transfers and a team of engineers who support the back-end platform that helps automate our core operations.   

Transactions that are not yet automated are typically ‘exceptions’ (i.e. failed to pass the automated process), have yet to be invested in, and/or are more complex in nature - all of the manual volume is processed by Ops Associates and Specialists.  

1) Using this sample dataset of our current operations (Sheet 1 - TransferData), build a 1-2 page metrics overview of the function (i.e. a dashboard) with key insights.  

2) How would you think about scaling Transfers-In Operations to deliver the anticipated monthly volumes? 

Layout your thoughts in a 1-3 page document using whatever format works best for you.  

Questions to consider as you get started: What levers would you have at your disposal to scale Operations? How would you think about prioritizing initiatives in your first 90 days and why? What poses the biggest risk? How would you measure whether you’re on track? What key questions would you want to dig into & answer in your first 90 days?

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