Operations Manager

POSITION SUMMARY

The Operations Manager plays a critical leadership role within the credit union, responsible for overseeing and optimizing the daily operations of key functions. This role ensures the efficient and compliant processing of payments, loan servicing, operations fulfillment, and the set-up/maintenance of IRAs/fiduciary accounts while maintaining strong controls and risk management practices. Additionally, the Operations Manager identifies opportunities to enhance efficiencies and collaborates with others to implement effective solutions.

ESSENTIAL FUNCTIONS
• Oversee booking, boarding, escrow analysis, payoff processing and reporting for consumer and mortgage loans.
• Administer insurance escrow accounts, including hazard, flood and mortgage insurance payments.
• Ensure all loan servicing activities comply with state and federal regulations, as well as internal policies.
• Manage and oversee the processing of portal requests, ensuring timely and accurate fulfillment. Address and resolve member requests, providing exceptional service and support.
• Identify and resolve operational issues, ensuring smooth and efficient processes. Implement and monitor error correction procedures to maintain high standards of accuracy.
• Identify "day two" processes in various departments that can be assumed by the Operations Team to allow production areas to focus on production and direct service to credit union members.
• Oversee the opening, maintenance, and servicing of specialty accounts, including IRAs, trusts/estates and other fiduciary accounts.
• Serve as a subject-matter expert on IRA accounts as well as revocable/irrevocable trusts and estate accounts. Ensure appropriate tax reporting and RMD calculations are performance accurately and on time. Collaborate with the legal and compliance teams to ensure fiduciary responsibilities are met.
• Develop, implement and maintain a comprehensive policy management process for the credit union. Ensure effective knowledge management practices are in place to keep the team informed and up to date on policies and procedures.
• Collaborate with Operations Management partners and other departments leads to create and maintain consistent processes that benefit all business units supported by the Operations Department.
• Identify and monitor metrics to track the success of the team and identify opportunities for improvement.
• Develop a team focused on growth and leveraging their skillsets to increase engagement and productivity. Cultivate a culture of accountability and continuous improvement through coaching and skill development.
• Other duties as assigned.

QUALIFICATIONS

EDUCATION/CERTIFICATION
• Bachelor's degree in business administration, Finance, or related field.
• Professional certifications are beneficial.

REQUIRED KNOWLEDGE
• Strong understanding of credit union operations, including deposit operations, card services, loan services, payments, and specialty/fiduciary accounts.
• Knowledge of federal and state banking regulations, including NCUA and CFPB guidelines governing loan servicing.
• Familiar with IRAs, trusts and other fiduciary account management processes.
• Understanding of Regulation CCD, NACHA Rules, and other applicable deposit/payment regulations.
• Familiarity with quality assurance principles and practices.

EXPERIENCE REQUIRED
• 7+ years of experience in financial institution operations
• 3 years of experience in a leadership role.
• Experience leading and managing cross-functional teams.

HARD/TECHNICAL SKILLS/ABILITIES
• Process Improvement: Ability to identify, analyze, and enhance existing processes within the credit union to increase efficiency, effectiveness, and quality.
• Problem-Solving: Strong capability in developing solutions to address identified issues and implementing change effectively.
• Collaboration: Effectively works with various departments and stakeholders to gather input, gain buy-in and ensure successful implementation of changes.
• Innovation: Brings creative ideas and new approaches to enhance processes and drive continuous improvement.
• Communication: Clearly conveys information to team and partners across the credit union. Is able to convey complex information to support operational activities and policy/procedure management.
• Analytical Thinking: Ability to assess current processes, identify inefficiencies, and determine areas for improvement.

WORKING CONDITIONS
• Standard office conditions
• Low to moderate noise
• Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law