Family Trust Federal Credit Union is in search of a talented and motivated individual to join our team as System Operations Manager. The System Operations Manager is responsible for overseeing the management, improvement, and strategic implementation of core business systems and processes, which are defined as systems and processes that support the strategic direction of the Credit Union. Reporting directly to the Chief Operating Officer (COO), this position is pivotal in enhancing operational efficiencies, driving business analytics initiatives, and leading process improvement projects across the organization. The System Operations Manager will lead a dedicated team to support the organization's strategic goals and ensure seamless integration and alignment of business systems with overall business objectives. The Manager will ensure adherence to policies and procedures, assign projects, and balance the team’s workload, ensuring the timely, accurate, and complete delivery of the team’s projects. This role also entails managing and owning the relationship between with vendors who support core systems, ensuring that the core systems are optimally supported and aligned with the organization's needs.

Essential Duties & Responsibilities

• Lead the strategic direction, development, and enhancement of core business systems and processes. Ensure systems and processes support organizational efficiency, meet compliance standards, and align with strategic objectives.
• Manage and mentor the System Operations team, including setting clear objectives, managing workload, and fostering professional development. Ensure the team delivers projects on time, within scope, and in alignment with organizational standards.
• Drive the adoption of business analytics tools and methodologies to enhance decision-making and operational efficiency. Lead process improvement initiatives to streamline operations and improve system performance.
• Proactively identify opportunities for system enhancements and process optimizations, conducting market research to keep abreast of new solutions that improve business capability.
• Facilitate cross-departmental collaboration, translating business needs into system solutions while aligning with strategic goals and maintaining strong relationships with stakeholders and vendors.
• Manage relationships with key core system vendors, negotiating contracts and ensuring the delivery of high-quality service, adherence to service level expectations, and products that meet the needs of the business.
• Lead and support strategic system projects, ensuring they contribute to the long-term success and competitiveness of the organization. Drive continuous improvement efforts and adopt best practices in project and change management.
• Develop and maintain clear procedures and standards for the operation and utilization of core systems. Ensure compliance with relevant legislation and organizational policies.
• Manage the monitoring of core systems, utilizing analytical tools to delve into performance metrics and trends. Develop reports to offer insights into system performance, highlight potential enhancements, and strategic system improvements.
• Understand and comply with credit union policy, laws, regulations, and the credit union’s BSA/AML/CIP/OFAC Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious member and/or account activity.
• Other job duties as assigned.

Qualifications / Education / Experience

• Experience: A minimum of 5 years of experience in roles focused on business systems management, process improvement, or strategic project management. Demonstrated experience in leading and developing teams. Experience in managing cross-functional projects and initiatives in a complex organizational environment is essential.
• Education / Certifications / Licenses: A 4-year college degree. Advanced degrees or certifications in Business Analysis, Project Management, or related disciplines are advantageous.
• Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/ or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Other Skills:
  • Strong leadership and people management skills.
  • Excellent analytical and problem-solving abilities, with a proven track record of implementing improvements based on data-driven insights.
  • Effective communication and relationship-building skills, with the ability to engage and influence stakeholders at all levels within the organization.
  • Knowledge of business process improvement methodologies and project management frameworks.
  • Proficiency in business analytics tools and technologies, with an understanding of data management principles and practices.
  • Strong project management skills, including budgeting, scheduling, and resource allocation.
  • A continuous improvement mindset, with exceptional attention to detail and customer service orientation.

Working Environment & Physical Demands

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be able to routinely perform work on computer for an average of 4-6 hours per day and be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
• Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various complicated written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Family Trust Federal Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.