Operations Planning and Governance - Senior Manager - Operations Communication Change and Readiness

Job Title: SrMgr - Operations Communication, Change and Readiness

Status: Exempt

Reports to: VP - Operations Planning Governance and Administration

Department: Operations Planning and Governance

Job Code: 12034

Pay Range: $146,900.00 - $160,000.00 Annually

Who We Are

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

Who You Are

You lead a multidisciplinary team of managers and senior professionals responsible for Service Operations Communications, Technical Writing, Change Enablement, and Capacity Planning readiness by providing hands on leadership, prioritization, and quality oversight to deliver clear, accurate, and timely member and operational communications. As an execution focused people leader, you translate complex business, regulatory, and operational requirements into actionable communications, procedures, and change strategies that enable workforce readiness and informed operational decision making. You partner cross functionally with Service Operations, Compliance, Legal, Technology, HR, and Digital teams to align communication execution and readiness planning with organizational strategy, proactively identify risks and adoption impacts, and drive operational efficiency, transparency, and continuous improvement while minimizing disruption to members and staff.

What You'll Do

• Lead team of managers and supporting staff to manage the delivery of all operational member communications (member statements, letters, notices, etc.) procedural updates, change and development along with change and capacity readiness.
• Establish, oversee and adhere to SLAs for operational and member communications, including delivery timeliness, accuracy, compliance validation, and error resolution across print and digital channels.
• Ensure procedural documentation and change communications meet defined quality, completeness, and readiness standards prior to implementation.
• Manage vendor relationships, along with key initiatives, of print and digital delivery services for the Credit Union.
• Collaborates with organization stakeholders to determine their communication needs and how to incorporate into established processes.
• Establish and maintain efficient review processes for all new communications and edits to existing communications.
• Monitor order usages, volumes, and periodically meet with vendors to discuss and coordinate upcoming changes, outstanding issues, low volume stocks and other issues.
• Ensure all vendor invoices are audited with the necessary documents attached, paid timely, and accurately. Research, analyze, identify alternatives and recommend improvements for operational efficiency.
• Drive accountability for end-to-end delivery outcomes across all channels ensuring commitments are met within defined timelines, scope, and quality standards.
• Review and edit technical/procedural documents for clarity, consistency, and compliance with company and industry standards.
• Develop and implement writing standards, guidelines, and best practices for technical documentation.
• Ensure subordinate managers, supervisors and individual professionals adhere to defined internal controls and established scorecard metrics including performance standards.
• Lead staff to manage the delivery of all operational procedures.
• Work closely with leaders of other companywide transformation initiatives and manage inter-dependencies.
• Identify, develop, and deliver on change management initiatives through day-to-day management, change agents and targets. Manage communications and interactions with leadership sponsors and staff as appropriate.
• Foster a positive work environment for each team member; promote skill development, coach for improvement and growth, inspire others through words and actions, ensure positive employee morale throughout Golden 1.
• Embrace our mission, vision, and core values. Lead direct reports in the development and execution of customized action plans to help improve employee satisfaction to target levels.
• Develop and maintain contact with top decision makers; organize, participate, and/or lead teams in the proposal development process.
• Provide weekly and monthly progress, production, and accomplishments reports.
• Manage the documentation lifecycle, including creation, revision, approval, and distribution of technical procedures.
• Contribute to the growth and development of Golden 1 products and service delivery.
• Lead engagement planning and budgeting; mobilize and manage engagement teams.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
• Ensure external best practices are identified and analyzed for applicability to Golden 1.
• Develop and maintain capacity models to forecast staffing needs based on historical data, seasonal trends, and business growth.
• Analyze resource workload distribution and recommend adjustments to optimize utilization.
• Collaborate with department leaders to align staffing plans with service level goals and operational priorities.
• Monitor real-time performance metrics and adjust forecasts as needed to ensure service continuity.
• Provide reporting and insights to support workforce planning, budgeting, and strategic initiatives.
• Identify risks and opportunities related to capacity and recommend mitigation strategies.
• Execute change management strategies to support enterprise initiatives.
• Create and manage communication plans to ensure clear and consistent messaging throughout change efforts.
• Collaborate with project teams to integrate change management activities into overall project plans.
• Communicate training programs and materials to support employee adoption.
• Monitor and evaluate the effectiveness of change initiatives and adjust strategies as needed.
• Promote change readiness and a culture of continuous improvement across the organization.
• Perform other duties as assigned.
  
  

Qualificiations And Preferences

• Bachelor’s Degree in related field is strongly preferred. Additional work experience may be considered.
• 8 years of experience managing communication delivery and business analytics with a strong focus on process design is required
• 5 years of direct supervisory or management experience required
• 3 years of hands on experience in capacity planning, workforce management, or operations analysis, with experience managing managers or senior professionals and experience in a financial institution or service oriented environment required
  
  

Why Join Us

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3272

Disclaimer/Intent And Function Of Job Descriptions

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.