Assistant Manager of Operations

Job Description

Job Description

Collins Community Credit Union, a growing financial services institution, is now taking applications for an Assistant Manager of Operations for our Digital Branch at our Blairs Ferry location.

The Assistant Manager of Operations is responsible for ensuring the Digital Branch has the necessary technology and equipment to deliver outstanding service to both internal and external members. Assess the needs of the Digital Branch through reviews, analytics, and fact finding to identify trends and areas for improvement. Assist in developing a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Manages personnel and is responsible for overseeing the daily operations of the Digital Branch, ensuring exceptional service delivery to all members.

Applicants must have valid work authorization for permanent employment in the U.S. without the need for sponsorship.

Essential Functions:

• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives. Performs duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Promotes the Credit Union's culture, philosophy, and values, by developing each employee to their highest potential by identifying and encouraging areas of strength along with providing appropriate recommendations to enhance company performance.
• Improve, execute, and effectively communicate significant analyses that identify meaningful trends and opportunities across the business.
• Participate in meetings regularly with managers to assess issues and to identify and implement improvements for more-efficient operations.
• Partner with the management team to establish project objectives and timelines, monitor progress and evaluate performance.
• Evaluate key performance indicators (KPI’s), provide ongoing reports, and recommend business plan updates.
• Develop actionable roadmaps for improving workflows and processes and establish and organize KPIs in line with organizational directives.
• Implement policies and procedures that keep company and member data secure as it is collected, analyzed, stored, and discarded.
• Comply with all national and local regulations.
• Serve as liaison between staff and management by analyzing and interpreting data for company procedures, policies, and workflows.
• Prepare, analyze, and summarize operational results for use by various key stakeholders, creating reports, specifications, and instructions.
• Provide assigned reporting including but not limited to: Average Handle Time, Loan Volume, Availability, Adherence, Service Level, Quality, and Incentives.
• Monitors employees' performance; conducts performance reviews within policy; provides encouragement and recognition for outstanding performance; continuously coaches staff for improved performance and if necessary, initiates disciplinary action.
• Maintain timely and accurate documentation of all significant interactions with agents including, but not limited to performance, professionalism, and attendance.
• Actively coach agents to gain mindset for promotion of all products and services as applicable to each interaction on a consistent basis.
• Complete monthly individual and team sessions as it relates to aspects of performance; this includes but is not limited: metrics, call quality, adherence, availability and audit findings.
• Responsible for reaching established Service Level and Over Time targets through the set up and monitor or work schedule for assigned staff.
• Responsible for reviewing, approving, denying and correcting employee punches and PTO requests through Paylocity in a timely and efficient manner. All Paylocity modifications must be within compliance with all applicable State and Federal Labor Laws.
• Maintain a working knowledge of all department processes and procedures and fill in when necessary to any position.
• Work with outside vendors and our core processor.
• Maintain/create written department process and procedure documentation.
• Maintain required general ledgers.
• Demonstrate teamwork in all interactions with co-workers and in the completion of all duties and responsibilities.
• Ability, availability, and willingness to work flexible hours or at different locations to accomplish their duties as directed.
• Actively participate in all assigned projects outside of regular work duties.

Why Join Us?

A Comprehensive Health, Wellness and 401k package. It’s our passion to empower people, and especially our employees, to add years to their lives and more life to their years. That means a healthy account balance and a healthy body to match. We live our Core Values with Purpose and believe putting our employees first will enable and embolden them to put our membership first.

What we offer you ; Competitive Pay, Bonus, and Benefits Package; 401k Match, Tuition Reimbursement, Disability Insurance, Employee Discounts, Career Training & Development Opportunities

Collins Community Credit Union is an EEO Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans and individuals with disabilities to apply for career opportunities with the Credit Union. We are an E-Verify Employer.