AVP, Deposit Operations & Servicing

SSalary Range: $119,000.00 - 148,000.00

THIS REQUIRES A LOCAL CANDIDATE - HYBRID 

Why SAFE?

SAFE offers so much more than just full medical, vision, dental, 401k matching, HSA, and FSA! Learn more about how we support our workforce!

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging. 
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

POSITION PURPOSE

The AVP Deposit Operations & Servicing is responsible for deposit operations and centralized member servicing at SAFE including complex account origination and servicing, legal requests, levy/garnishment processing, decedent account servicing, and tax reporting. This senior leadership role contributes to the development and execution of the broader enterprise-wide Member Servicing and Operations (MSO) strategy ensuring alignment with the business strategy and the delivery of capabilities required to achieve business growth and success.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

 Leadership and Oversight

• Oversee all senior management aspects of the Deposit Operations and Deposit Servicing Teams
• Maintain service levels and performance standards and manage all aspects of operational workflows to achieve SAFE’s mission
• Drive outcomes with a sense of urgency and accountability; initiate standards, practices, and procedures that have a significant impact on the organization
• Act as a trusted advisor, communicate, build, and maintain relationships with other business leaders, executives, and stakeholders to develop a clear understanding of business needs, align the member experience across all channels, and respond with agility to changing business priorities
• Collaborate with HR and the MSO senior leadership to identify, hire, develop and retain a high performing and diverse teams, with the appropriate mix of business knowledge, technical skills, and competencies
• Responsible for internal accounting controls relating to reconciliations and settlements of various payment and operational channels and for keeping executive management apprised of any weakness relating to internal controls or accounting processes.
• Provide oversight for strategic vendor and partner relationships; review and negotiate vendor contracts; monitor and manage internal and third-party technology and service/support level agreements
• Role model leadership behavior aligned with SAFE's purpose and values 

 Strategic Development and Process Optimization

• In close collaboration with technical resources, transform business operations with simplified processes to enable delivery to members/employees with digitized experiences and intelligent process automation
• Oversee user experience development and deployment opportunities across all centralized servicing and operational channels
• Collaborate with MSO Senior Leadership on the continuous planning of the multi-year, comprehensive MSO strategy.
• Collaborate with MSO Senior Leadership to contribute to annual business plan development including monitoring and managing key objectives and goals
• Develop and control the annual operating and capital expenditure budget for assigned teams to ensure it is consistent with overall strategic objectives and within the committed plan
• Demonstrate strong critical thinking, especially navigating between strategic planning and tactical execution 

Business Analysis / Intelligence  

• Develop, monitor, and report applicable key performance/risk indicators (KPI/KRI) to track employee satisfaction, payment channel metrics, operational efficiency, service delivery, operational risks, and project/initiative results
• Develop business case justifications and cost/benefit analyses for MSO spending and initiatives
• Stay aware of trends in the member servicing/complex account originations space, as well as what Fintech is doing to the industry, ensuring SAFE is positioned to establish and maintain a competitive advantage in these areas.  

Audit and Compliance  

• Oversee planning, organizing, and controlling the day-to-day operations of Deposit Operations and Deposit Servicing activities ensuring compliance with all federal and state regulations and Credit Union policies
• Complete other duties as assigned

SUPERVISORY RESPONSIBILITIES

Directly supervises Deposit Operations Manager and Deposit Servicing Manager and oversees the entire Deposit Operations and Servicing Team. Carries out management responsibilities in accordance with SAFE Credit Union’s policies and applicable State and Federal laws; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree and eight (8) years of related experience; or ten (10) plus years of related experience. 

Other Skills/Abilities: 

• Must have experience developing and presenting at the Executive/Board-level
• Must have excellent planning, interpersonal, and problem-solving skills
• Must have demonstrated ability to motivate people and find common ground to achieve objectives
• Must be organized and capable of managing multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment
• Must be able to execute work to goals and end dates, and demonstrates a sense of urgency around problems
• Must be customer service oriented to provide the highest level of customer satisfaction
• Must have good relationship management skills
• Must be self-motivated to constantly hone knowledge and skills
• Must have excellent written and verbal communication skills
• Must have ability to read, write, and interpret detailed technical operating procedures
• Must demonstrate good judgment skills in escalating abnormal issues to MSO senior leadership