Operations Manager

Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation's largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community.

Currently, we have an immediate opening foran Operations Manager to join our team in Hendersonville, TN. The Operations Manager is responsible for leading end-to-end operational support for members and internal teams, ensuring accurate, efficient, and compliant service delivery. Serving as the primary contact for member-facing teams, the role provides guidance, manages escalations, integrates new back-office responsibilities, and drives workflow improvements. Responsibilities include overseeing account maintenance, Trust/IRA administration, DMV/title operations, payments, wires, mail, and regulatory compliance, as well as managing system upgrades, new product implementations, and key operational processes. The role monitors metrics, leads cross-functional process improvements, and ensures timely completion of tasks and projects to support organizational goals.

Primary Respnsibilities:

• Leading end-to-end Operations support for members and internal teams, ensuring efficient, accurate, and compliant service delivery. Serving as the Operations ambassador and primary contact for member-facing teams, providing guidance, managing escalations, facilitating the integration of new back-office responsibilities into Operations, and driving workflow improvements to enhance efficiency and empower frontline teams.

• Managing daily Operations functions, including account maintenance, Trust and IRA administration, deceased/inactive/dormant accounts, and DMV/title activities. Manage key processes-payments, wires, mail, levies, subpoenas, and warrants-ensuring regulatory, procedural, and audit compliance.
• Owning DMV and title-related operations, including lien perfection oversight, issue resolution, and coordination with vendors, state agencies, branches, and internal teams, ensuring adherence to all regulatory requirements and mitigating operational and compliance risk.
• Overseeing and managing key operational processes, including member statements, tax forms, backup withholding, escheatment, deposit rate changes, system upgrades, and new product implementations, ensuring accuracy, regulatory compliance, and seamless execution across all impacted areas.
• Developing, maintaining, and serving as the subject matter expert for Operations and DMV/title policies, procedures, and job aids, ensuring appropriate controls and risk mitigation.
• Monitoring key operational metrics, identifying trends, and leading cross-functional process improvements to streamline workflows, enhance efficiency, and elevate the member experience.
• Ensuring timely completion of assigned tasks and projects by setting clear priorities, managing deadlines, and maintaining consistent follow-up with leadership, while demonstrating the ability to manage responsibilities effectively at any level to support operational goals.

Leadership Responsibilities:

• Regularly meeting with each team member to coach and mentor to ensure alignment around FFCU's mission, vision, and values.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Holding teams accountable for meeting all service level agreements, ensuring the team's work is accurate/efficient, and providing coaching, feedback, or training as needed.
• Providing and ensuring development opportunities are available for team members as part of their overall career path with the Credit Union.
• Leading change by identifying opportunities that consistently raise the bar and improve service levels.
• Assisting the Credit Union with executing the business plan of the organization.

Basic Qualifications:

• Education: Bachelor's degree.
• Minimum 3 years supervising or managing employees.

Benefits:

We offer exceptional benefits to our employees, including:

• Competitive salary with a pay for performance bonus
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
• Pet Insurance
• 4 weeks of PTO annually including 2 ½ days of float time.
• 9 paid holidays plus 2 half days

Join our team and make a meaningful impact on the lives of firefighters and their families. We value your skills, expertise, and commitment to serving the community. Apply today to become a part of our mission to strengthen our Fire Family and create a brighter financial future for our members.

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at View email address on click.appcast.io.