Operations Supervisor

La Capitol's culture is rooted deep in our core values. We commit ourselves to giving outstanding service. We believe that it is an honor and a privilege to serve our members, and we pride ourselves on making them our top priority.

Our mission is to improve the financial well-being of our members! This is our focus and passion. However, this passion cannot be sustained without employing the best people around. Companies like to talk about their talent, but at La Capitol Federal Credit Union, we like to demonstrate our passion in the way we do our jobs. Simply put, we expect the best and look for the best from our employees. Purpose, drive, and yes, passion; they are all here. If you are looking for that kind of energy and vision, we are always looking for great people!

At La Capitol FCU, we don’t just offer our employees a job; we offer career opportunities. Do you want to be the newest member of our team? If so, apply now!

The Operations Supervisor is responsible for overseeing the day-to-day activities of the Support Operations team. This role will monitor workflow, productivity, and quality; resolve routine operational issues; and escalate complex or higher-risk matters to management as appropriate. This role will participate in assigned operational projects and work with internal departments and vendors to resolve routine issues. The Supervisor also identifies opportunities for process improvements and provides recommendations to management to enhance efficiency, accuracy, and the member experience. The position is expected to maintain a strong working knowledge of Support Operations procedures and applicable regulatory requirements and to ensure employees understand and follow established policies, procedures, and expectations.

Supervisory Responsibilities: Directly supervise employees in the roles of Operations Processor I and Operations Processor II. Responsible for assigning and monitoring work, providing coaching and feedback, training employees, addressing performance and attendance concerns, completing performance evaluations, and making recommendations regarding hiring, discipline, and other personnel matters in accordance with established policies and procedures.

Essential Duties and Responsibilities: will include the following, but other duties may be assigned.

Daily Operations

• Supervise and coordinate the daily activities and workflow of the Support Operations team, including assigning and prioritizing work based on departmental needs, staffing, employee skills, and workload.
• Monitor productivity, quality, accuracy, and service levels to ensure work is completed timely and in accordance with established policies, procedures, and operational guidelines.
• Provide day-to-day support and guidance to employees by answering questions, assisting with unusual or routine operational issues, reviewing work for accuracy, and addressing performance or quality concerns as appropriate.
• Identify workflow, staffing, and operational issues, make adjustments within established guidelines, and escalate significant or unresolved matters to management.

Compliance and Quality

• Maintain a working knowledge of applicable laws, regulations, policies, procedures, and internal controls relevant to Support Operations and proactively monitor departmental activities to ensure compliance. Communicate applicable changes and expectations to staff and address identified issues appropriately.
• Perform quality-control reviews and monitor departmental activities for adherence to established procedures, regulatory requirements, and internal controls; investigate errors or exceptions, take corrective action when appropriate, and promptly escalate significant compliance or risk concerns.
• Participate in audits, reviews, and other compliance-related activities and maintain accurate documentation and confidentiality of sensitive member, employee, and organizational information.

Member Service

• Champion a consistent, professional, and member-focused service experience by ensuring staff understand and consistently meet established member service standards and expectations.
• Address and resolve member and internal service concerns within established guidelines, providing appropriate coaching and support to staff and escalating complex, sensitive, or high-risk concerns to management as necessary.

Team Leadership and Development

• Provide day-to-day leadership, direction, coaching, and support to Operations staff, establishing clear expectations for productivity, quality, attendance, member service, professionalism, and adherence to policies and procedures.
• Develop and support employee performance and growth through ongoing feedback, training, recognition, performance evaluations, and timely coaching or corrective action when needed.
• Foster a culture of teamwork, accountability, professionalism, and continuous development, serving as a resource for staff and helping build the knowledge and skills necessary for the team to succeed.

Process and System Support

• Support the implementation and testing of approved system, product, and process changes, ensuring staff understand and appropriately apply new procedures and requirements.
• Serve as a resource for staff and internal departments by providing guidance on departmental systems, processes, and procedures and assisting with the resolution of routine operational or system issues.
• Identify opportunities to improve processes and operational efficiency, make recommendations to management, and assist with implementing and monitoring approved improvements.

Vendor and Internal Support

• Coordinate with vendors and internal departments to address routine operational questions, system issues, service requests, and assigned activities, ensuring timely resolution and effective communication.
• Monitor and document vendor and operational issues, escalating significant concerns, service issues, contractual matters, or unresolved problems to management as appropriate.

Projects and Other Responsibilities

• Participate in projects and initiatives impacting Support Operations, providing operational knowledge and completing assigned activities within established timelines and requirements.
• Prepare and provide operational information, reports, and feedback to support departmental needs and management decision-making.
• Perform other duties as assigned.

Education and/or Experience

Associate degree in business, banking, finance, or a related field preferred. Three to five years of related banking, financial services, or operations experience, including experience serving in a lead or supervisory capacity; or an equivalent combination of education and experience.

Qualifications

• Working knowledge of banking operations, policies, procedures, and applicable regulatory requirements, with the ability to proactively identify and address compliance or operational concerns.
• Demonstrated ability to supervise, coach, train, and develop employees while maintaining clear expectations for performance, accountability, and member service.
• Strong organizational, analytical, and problem-solving skills, with the ability to prioritize multiple responsibilities, make sound decisions within established guidelines, and appropriately escalate complex issues.
• Strong written, verbal, interpersonal, and customer service skills, with the ability to effectively communicate and build productive relationships with employees, management, internal departments, vendors, and members.
• Strong attention to detail and commitment to accuracy, confidentiality, integrity, and professionalism when handling member and organizational information.
• Proficiency with applicable banking systems and Microsoft Office products, with the ability to learn and adapt to new technology and processes.

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• Banking: 3 years (Preferred)
• Supervising: 3 years (Preferred)
• ACH Processing: 2 years (Preferred)

Work Location: In person

Salary : $44,591 - $66,343