Manager, Business Operations

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Schedule: Monday-Friday, Exempt/Hybrid.

Summary

The Business Operations Management team provides strong operational leadership and oversight of all back‑office processes supporting business deposit accounts at Travis Credit Union (TCU). This role bridges operations, compliance, relationship management, and process improvement to ensure efficient, compliant, and high-quality service delivery.

This role ensures timely, accurate, and compliant processing of business account onboarding, documentation review, maintenance, entity verification, Beneficial Ownership compliance, business eligibility, and specialized support for commercial account types.

The department plays a critical operational role in maintaining data integrity, regulatory compliance, workflow efficiency, audit preparedness, and risk mitigation. Business Operations Management supports branches, Treasury Services, Digital Banking, and internal partners by delivering consistent, high‑quality operational services that directly impact member experience and organizational stability.

Profile

• Leads, trains, and develops Business Operations staff to ensure high‑volume operational throughput, quality control, and adherence to SLAs.
• Manages daily workflow queues, resource allocation, prioritization, backlog prevention, and accurate processing of business account tasks.
• Conducts regular quality reviews to ensure accuracy of documentation review, account setup, account coding, and entity classification.
• Conducts regular performance evaluations, identifies training needs, and implements development plans to enhance individual and team capabilities.
• Effectively manages difficult, complex, and escalated member/staff situations with professionalism. Maintains composure under pressure, adapts to evolving circumstances, and consistently upholds organizational standards while advocating for member needs.
• Serves as the operational subject matter expert and advisor to internal teams and stakeholders for business account structures, entity documentation, resolutions, certifications, and Beneficial Ownership requirements.
• Oversees the end‑to‑end operational lifecycle of business accounts, including onboarding, signer changes, account updates, business documentation validation, and regulatory reporting.
• Ensures full compliance with TCU policies, NCUA, Share Insurance rules, IRS regulations, BSA/AML, FinCEN Beneficial Ownership, and state requirements.
• Maintains strong internal controls, documentation standards, dual‑control procedures, and audit readiness across all business account workflows.
• Ensures operational accuracy across all business account processes to reduce risk, prevent fraud, and maintain compliance.
• Partners with Risk, Compliance, and Internal Audit to maintain audit readiness and implement corrective action plans. Provides appropriate information and documentation to credit union auditors and regulatory agencies as requested.
• Regularly reviews and integrates regulatory updates as necessary. Ensures all procedures are updated on time, communicated clearly, and built into training.
• Serves as an escalation point for branches, Treasury Services, Business Development, and internal operational teams regarding complex business account matters.
• Provides operational guidance on account structures, required documents, organizational forms, and eligibility questions.
• Leads cross-functional projects and operational initiatives, including system enhancements, process redesign efforts, workflow automation, and regulatory implementations.”
• Produces operational performance reports including productivity, SLA attainment, error rates, audit results, quality benchmarks, and member-impact metrics.
• Utilizes data insights to adjust staffing levels, improve workflows, and maintain required turnaround times.
• Maintains detailed operational documentation, SOPs, and reference materials.
• Leads the operational implementation of new systems, workflow tools, and process automation that support business account processing.
• Identify systems and tools for operational efficiency and fraud detection.
• Coordinates training, communication, and change management associated with system or procedural updates.
• Manages departmental operating budgets, ensuring cost efficiency, resource alignment, and financial stewardship. Oversees budget planning & forecasting to optimize resource allocation.
• Manages vendors related to business documentation tools, entity verification, and operational workflow support systems.
• Stays current with evolving business trends and industry standards to support the development of products and services that meet the dynamic needs of business members and position the organization as a trusted partner in business banking.
• Support onboarding and ongoing servicing of treasury services.

Skills

• Proven ability to lead operational staff effectively and foster professional growth through coaching, mentorship, and development planning – cultivating teamwork, collaboration, and a positive team culture.
• Strong stakeholder management, collaboration, and relationship-building skills with the ability to influence outcomes across multiple business functions.
• Proven ability to manage high‑volume back-office environments, draft and refine policies and procedures, and adapt to new systems and software with minimal guidance.
• Strong analytical capabilities with the ability to interpret business documentation and perform problem‑solving under operational constraints.
• Deep understanding of business account operations, policies, entity documentation, regulatory requirements, and workflow dependencies.
• Strong knowledge of BSA/AML, Beneficial Ownership, OFAC, IRS reporting (TIN certification, B Notices), and account onboarding compliance.
• Demonstrated ability to lead organization change, perform process mapping, drive continuous improvement initiatives, and manage audit documentation.
• Exceptional organizational skills: queue management, SLA oversight, and operational time management.
• Excellent written and verbal communication for operational instruction, clarification, and escalations.
• Strong working knowledge of Microsoft Office applications, workflow systems, reporting tools, and operational systems.
• Proven ability to manage departmental income and expenses within budgetary goals.

Report and Experience:

• Reports directly to AVP, Member and Deposit Operations.
• Direct supervisory responsibilities for the Supervisor, BAS; overall responsibility for assigned department staff. Accountable for overall department staffing, organizational effectiveness, succession planning, workforce development, and achievement of departmental objectives.
• Bachelor’s degree or equivalent work experience.