Operations Manager

Deposit Operations Assistant Manager

The Deposit Operations Assistant Manager is responsible for assisting the department manager in overseeing the daily operations of the department; focusing on member service standards, meeting organizational goals, and maintaining positive and professional relationships with members, peers, staff, and vendors. Assisting the department manager to monitor new plans and procedures to enhance operating efficiency. Assist in short-term and long-term service delivery and business objectives for the department. The department functions consist of EFT processing which includes ACH, Share Draft, Wires, Mobile Banking, ATM, and Debit Card programs including claims, disputes, and settlement of transactions, IRAs, dormant accounts, and other MSO-related account issues.

Responsibilities

The essential functions include, but are not limited to the following:

• Assist in processing daily activities related to IRAs, ACH, Wires, Share Draft processing, Stop payments, and ACH Disputes.
• Oversee debit, and ATM card program workflow including claim dispute evaluations and settlements to bring efficiencies to assure quality member service.
• Responsible for assisting the department manager with creating, analyzing, and monitoring data to recognize fraud trends and alerts with a focus on minimizing card fraud loss.
• Assist in managing the inventory of plastic cards for the credit union.
• Responsible for assisting the department manager with managing vendor relationships related to ATM/Debit cards, maintaining a working knowledge of network-supported changes and industry requirements, reviewing all card disclosures to ensure compliance with MasterCard International rules and guidelines, and analyzing vendor and internal reports to determine the performance of plastic card programs.
• Handle escalated research and adjust accounts as needed. Serve as backup support for staff as needed.
• Administer department tasks and workflows.
• Foster all-team culture within the department by providing open lines of communication and cooperation between all areas.
• Cultivate strong working relationships and build trust among team members.
• Monitor departments' procedures to ensure they comply with all Federal, State, and network rules and regulations. Develop expertise, and maintain internal controls of the various systems, implementing changes as needed to ensure efficient workflow. Maintain appropriate operating controls to mitigate risk.
• Maintain a working knowledge of Record Retention regulations to assist in complying with record retention policy.
• Administer restrictions on member accounts reported on the system.
• Assist in investigating, troubleshooting, and responding to inquiries, requests, and member complaints received for the department.
• Maintain industry knowledge of ACH, share drafts, and other processes related to payment systems, including the NACHA Operating Rules and Guidelines; ensure compliance with all state, federal, and NCUA regulations and laws. Maintain sensitive and confidential information; exercise tact and diplomacy in dealing with susceptible, highly sensitive, complex, and confidential issues and situations.
• Ensures daily deadlines are met by identifying out-of-balance conditions and other exceptions to processing including GL reconciliations.
• Assures Regulation D, CC, and E compliance and monitors any exceptions.
• Schedule regular staff meetings and encourage staff development and ongoing support for talent management in the assigned area by providing one-on-one coaching, cross-training programs where possible, and guidance to staff to enable them to achieve extraordinary performance. Hire, supervise, coach, develop, and regularly review the performance of direct reports to ensure assigned areas are operating efficiently and reliably.
• Assist as needed for backup support for staff as needed.
• Assist in employee overall performance and monitor attendance and punctuality including annual appraisals.
• Maintain knowledge of related NACHA rules, Regulation E and D, Bank Secrecy Act, NCUA rules and regulations, and other government regulatory agencies.
• Provide monthly detailed departmental activity reports, staff productivity, and measuring department standards, Verify and ensure all time off requests are approved, and all hours are correct and properly coded in the HR system including employee overall performance and annual appraisals.
• MasterCard debit card disclosures and ensuring compliance with MasterCard International rules and guidelines, Massachusetts State By-Laws, and regulations.
• Ensure departments' procedures comply with all Federal, State, and network rules and regulations, develops expertise, and maintains internal controls of the various plastic card systems, maintains sensitive and confidential information; exercises tact and diplomacy in dealing with highly sensitive, complex, and confidential issues and situations, maintains appropriate operating controls to mitigate risk. Knowledge of Bank Secrecy Act, MasterCard rules, NCUA rules and regulations, and other government regulatory agencies.
• Perform other related duties as requested and special projects as assigned.

Requirements

Knowledge/Skills/Experience

• Minimum five (5) years' experience working in financial services.
• Experience in Back-office Operations preferred.
• Minimum three (3) years' experience in management or leadership role.
• Effective organizational, problem-solving, and multitasking skills.
• Demonstrates ability to communicate written and verbal skills.
• Strong qualitative and quantitative analytical skills.
• Requires independent thinking
• Requires excellent leadership skills.
• Ability to lead a diverse project team, manage multiple project tasks concurrently, and effectively coordinate and control cross-functional implementation plans.
• Possess a strong sense of urgency. Effectively sets priorities, allocates resources, takes accountability, and achieves results.
• Proficiency in Microsoft Office Suite.
• Highly ethical.

Salary Range Min: 60,000 Max: 80,000

Education/Certifications/Licenses

• Bachelor's degree required or equivalent working experience

Physical Demands/Conditions Required

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be capable of regular, reliable, and timely attendance.

*Must be able to work rotating schedule of Monday through Saturday

Direct Reports Yes