What are the responsibilities and job description for the Operations Process Manager, Servicing & Support position at PenFed Credit Union?
Job Overview
PenFed is hiring a (Hybrid) Manager, Servicing & Support Operations at our Omaha, Nebraska or Papillion, Nebraska Service Center. This role leads the day-to-day operations of the Servicing and Support Operations department and its associated service support channels, ensuring efficient execution, high-quality service delivery, and operational effectiveness. The position is responsible for advancing departmental strategy, leading key initiatives, and partnering across business units to support operational priorities and project execution.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Equivalent combination of education and experience is considered.
This position will supervise employees.
Licenses and Certifications
There Are No Additional Licenses And/or Certifications Required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites may be required.
Pay Transparency
The anticipated starting salary range for this role is $69,000.00 - $118,180.00
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at Careers@PenFed.org .
PenFed is hiring a (Hybrid) Manager, Servicing & Support Operations at our Omaha, Nebraska or Papillion, Nebraska Service Center. This role leads the day-to-day operations of the Servicing and Support Operations department and its associated service support channels, ensuring efficient execution, high-quality service delivery, and operational effectiveness. The position is responsible for advancing departmental strategy, leading key initiatives, and partnering across business units to support operational priorities and project execution.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Manages responsibilities for the Servicing and Support Operations functional business lines, which includes: Servicing and Support, Account Servicing, Live Chat and Email Response, Individual Retirement Accounts (IRA), Estate Processing, Specialized Ownership and Bill Pay. Ensures their efficient and cost-effective operations by optimizing, analyzing, developing, revising and implementing related policies and procedures.
- Establish and manage performance objectives, goals, and service standards for the assigned function, ensuring results consistently meet or exceed expectations.
- Lead process improvement and process management efforts across Servicing and Support Operations by evaluating workflows, identifying inefficiencies, implementing sustainable enhancements, and monitoring results to improve service, quality, compliance, and operational effectiveness.
- Partner with the Manager, Servicing and Support Team, and service center leadership to advance departmental success, support team development, and drive corporate and business unit initiatives.
- Oversee Service Support team operations, including recruitment, scheduling, workload management, support line optimization, performance evaluations, and guidance on complex issues. Ensure team performance meets internal standards and regulatory requirements while maintaining established service levels.
- Serve as a subject matter expert across the processes, systems, and functions of Servicing and Support Operations.
- Support team members and frontline staff by providing guidance, assisting with support queues and shared inboxes, managing call escalations, and helping maintain or exceed current service standards.
- Lead performance management activities for assigned team members, including regular coaching, counseling, corrective action, communication of performance expectations, and participation in training and professional development.
- Monitor, troubleshoot, and escalate technology and process issues affecting Servicing and Support Operations and Service Center Operations to minimize disruption and maintain continuity of member service.
- Lead or contribute to cross-functional project teams that support the Servicing and Support business plan and broader Operations initiatives, representing the department in project planning, execution, and implementation.
- Serve as a liaison between Servicing and Support Operations and other PenFed departments to exchange information, strengthen collaboration, and resolve operational issues.
Equivalent combination of education and experience is considered.
- Bachelor's Degree in a related field or a combination of education and experiences that provides the necessary skills and knowledge to satisfactorily perform the essential job functions, advanced degree preferred.
- Minimum of six (6) to seven (7) years of progressively responsible work experience within Operations in a financial institution;
- Two (2) to Three (3) years of work experience in a management or supervisory role required; three (3) to five (5) years of management or supervisory experience preferred.
- Two (2) years of PenFed work experience in an Operations role preferred.
- Excellent verbal and written communication skills, with an ability to review complex issues and make sound decisions, is required.
- Experience in a Salesforce environment preferred.
- Experience using additional technology platforms and applications, including Microsoft Office, Tableau, DOS-based systems, etc.
- Experience with automation or A.I. tools preferred.
This position will supervise employees.
Licenses and Certifications
There Are No Additional Licenses And/or Certifications Required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites may be required.
Pay Transparency
The anticipated starting salary range for this role is $69,000.00 - $118,180.00
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at Careers@PenFed.org .