Operations Manager

Purpose of the position

The Head of Operations provides leadership for the credit union’s daily operations. Working closely with the CEO and leadership team, the Head of Operations ensures members receive exceptional service by leading the credit union’s daily operations, branch operations and member experience.

The Head of Operations leads, develops, and supports the operational team, improves processes, oversees the delivery of the credit union’s products and services, and helps ensure the credit union operates efficiently while carrying out the strategic plan and achieving its growth objectives. The Head of Operations works with team members, members and the leadership team to strengthen the member experience, grow the credit union’s deposits and membership, and support the continued growth of the credit union’s balance sheet.

**WAGES WILL BE BASED ON QUALIFICATIONS AND EXPERIENCE

Leadership Expectations

Every member of the leadership team is expected to:

·        Lead by example by demonstrating professionalism, accountability, and a positive attitude.

·        Communicate openly and honestly while building trust with team members, peers, the Board of Directors, and members.

·        Develop and support team members by coaching, providing feedback, recognizing success, and addressing performance concerns in a timely manner.

·        Work together as one leadership team by supporting organizational decisions established by the CEO and collaborating across departments. 

·        Take ownership by making informed decisions, accepting responsibility for results, and following through on commitments.

·        Promote continuous improvement by encouraging new ideas, improving processes, and embracing positive change.

Primary Areas of Responsibility

This position is responsible for leading the following areas and are essential functions of the position:

Operations

·        Lead the credit union’s day-to-day operations and ensure they support the strategic plan.

·        Oversee branch operations and operational performance within assigned areas, coordinating with leadership on processes that cross departments.

Member Experience

·        Lead the credit union’s member experience and satisfaction strategy.

·        Ensure every delivery channel provides consistent high-quality service.

·        Use member feedback and performance trends to improve the member experience.

·        Lead member service, procedures, and operational issue resolution for digital banking channels.

Products and Services

·        Oversee the delivery and ongoing improvement of the credit union’s products and services.

·        Work with leadership team to develop products and services that meet members’ needs.

·        Help ensure products and services remain competitive and support the credit union’s growth.

Leadership

·        Work closely with the CEO and leadership team to carry out the strategic plan and organizational priorities.

·        Lead the operations team and balance resources across daily operations, member service, and other assigned responsibilities.

·        Develop team members of operations and clearly define their roles and responsibilities based on the needs of the department and the credit union.

·        Ensure the CEO is kept fully informed of operational issues and recommendations for disciplinary action up to or including termination of operations team members as necessary.

·        Recommend staffing, organizational structure, and resource needs that align with the credit union’s priorities, operational needs, and approved budget.

·        Foster a culture of financial stewardship, accuracy, accountability, collaboration, continuous improvement and service throughout the Operations Team.

·        Represent the credit union in both the community and the credit union industry, including participating in advocacy, industry organizations, professional development and opportunities to support the credit union movement.

·        Implement applicable compliance requirements and operational controls within assigned areas.

·        Identify, assess, and communicate risks within assigned areas and complete assigned audit, examination and risk-management corrective actions.

Other Areas of Responsibility

·        Support the lending department with underwriting reviews during high volume periods or absences.

·        Perform other duties as assigned by the CEO.

Qualifications

Education: Bachelor’s degree in business administration, finance, management or a related field required.

Experience: 3-5 years of progressive experience in credit union or financial institution operations including experience with Debit Cards, Deceased Accounts, Specialty Accounts, Compliance with online account opening and leadership responsibility.

Skills: Strategic leadership, operational management, member experience, products and services, team development, communication, problem-solving, decision making, financial judgment, and relationship management.

Working Conditions and Requirements

·        Primarily performed in a professional office environment.

·        Ability to communicate effectively across various professional channels including digital platforms.

·        Ability to interpret and evaluate information on financial reports, documents and computer screens.

·        Regular interaction with team members, union leadership, auditors, examiners, vendors, business partners and regulatory agencies.

·        Standard business hours with occasional evenings or weekends for community events, operational needs, member service issues, Board Meetings or special projects.

·        Occasional travel for meetings, training, conferences and professional development.