Assistant Manager, Operations

Job Description

Job Description

Working for Pacific Service Credit Union
We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.

What’s in it for you?

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.

401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service.

Bonus program: All employees are rewarded for attaining our annual organizational goals.

Tuition Reimbursement program for employees eligible after six months of service.

Recognition program where employees can be nominated by management, their peers or by members.

Employee referral bonus.

Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.

Employees are eligible to receive a consumer loan rate discount

Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Our Hiring Process

We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.

Apply: Submit your resume for one of our job openings.

Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.

In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).

If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!

About this Role

At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being.

The Assistant Manager, Operations is responsible for overseeing, directing, and managing operational activities while guiding and coaching department staff. The individual in this role drives execution ofdepartment goals and operational metrics, delivers management reports, and supports staffing functions, including hiring, training, performance evaluations, and discipline. The role facilitates operational processes across core banking, digital banking services, and eCommerce channels, ensuring compliance, efficiency, and timely delivery. The role independently identifies opportunities to improve workflows, implement system upgrades and enhancements, and maintain effective communication with internal teams, vendors, and stakeholders. The Assistant Manager, Operations organizes and tracks performance metrics, supports budgeting and audit activities, and develops policies and procedures to enhance operational effectiveness.

This role requires a hands-on leader with strong organizational and communication skills, and a proven ability to deliver results through effective planning, prioritization and effective execution. The position supports the organization’s goals by managing day-to-day operations, coaching and developing staff, supporting strategic initiatives, and driving positive member/service outcomes.

Essential Job Functions

• Participate in planning, directing, organizing and controlling operational activities, and provide day-to-day leadership and oversight of department staff and operational functions.
• Oversee the execution, tracking, and monitoring of department goals and metrics, and prepares management summary reports, as needed.
• In partnership with the Manager, Operations, manage and direct staffing responsibilities, including hiring, training, cross-training, counseling, performance evaluation, and discipline of all department personnel.
• Participate in conducting periodic individual performance reviews and collaborate with the Manager, Operations to design and implement plans that maintain accurate and up-to-date team and individual performance index records up.
• Oversee and coordinate operational activities, including check processing, outgoing wire transfers, digital account opening, account administration, IRA account administration, and eCommerce deliverables, ensuring compliance and timely processing.
• Provide operational support for facilitating the development, testing, training, and implementation of assigned projects for the credit union’s service delivery channels.
• Identify workflow and process inefficiencies, recommends improvements, and participate in developing and implementing new or updated policies and procedures.
• Participate in researching, planning, organizing, and coordinating projects, focusing on system changes and enhancements to Symitar, and digital banking.
• Communicate project statuses clearly and consistently to internal and external stakeholders, serving as a central point of contact for vendors and stakeholders.
• Support project reporting by preparing regular status updates, maintaining online tracking systems, and distributing information, as appropriate.
• Partner in coordinating testing of system changes, upgrades, and enhancements to the credit union’s core system, digital banking, and other service channels.
• In partnership with the Manager, Operations, serve as an operational lead between Operations, IT, vendors, and business stakeholders regarding operational initiatives, workflow issues, system enhancements, and project execution.
• Support the development of operational procedures and policies, ensuring effectiveness, consistency, and quality improvements.
• Formulate, develop, implement, and monitor operational processes to improve efficiency and maintain standards.
• In partnership with the Manager, Operations, oversee audit activities and department functions to ensure timely, accurate, and compliant processing across all operational areas.
• Keep Manager, Operations informed of member and employee issues, concerns with other departments, and backlog of work.
• Mentor and coach team fostering a culture of high performance, continuous improvement and professional growth in accordance with the credit union's performance management philosophy.
• Set clear goals and objectives for team members, providing regular feedback and performance evaluations.
• Support and participate in enterprise-wide initiatives, including product development and enhancement, cost optimization, and process improvement efforts designed to increase efficiency, streamline operations, and ensure organizational relevance.
• Partner with Manager, Operations in the creation and implementation of the annual operations plan and budget.
• Take ownership of responsibilities, sets clear objectives, delivers results, and follows through on commitments. Model integrity and professionalism, reinforcing trust, discipline, and operational excellence within the team.
• Ensure compliance with a variety of internal policies and procedures.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.

Supporting Functions

• Provide back-up and support to management, as directed.
• Performs special projects and other responsibilities, as directed.

Competencies

The following competencies are essential for success in this role:

Drives vision and strategy: Understands organizational objectives and translates them into actionable team initiatives. Connects short-term tasks to longer-term goals to support growth, operational efficiency, and department performance.

Prioritizes and organizes work: Efficiently manages tasks and resources, focuses on key objectives, anticipates needs, and balances multiple priorities under time constraints.

Drives outcomes: Makes timely decisions, takes calculated risks, acts decisively, overcomes obstacles, and drives initiatives to successful completion.

Emotional intelligence: Demonstrates self-awareness, adapts interpersonal style to context, regulates emotions, and interacts with empathy and respect.

Builds talent: Recruits and retains talent, guides and cultivates employees, aligns strengths with opportunities, identifies and develops potential and creates a career-growth environment.

Manages ambiguity: Effectively works with incomplete information, adapts to evolving circumstances, applies critical thinking and remains resilient under changing conditions.

Team leadership: Drives collective success through effective teamwork and collaboration, leverages team strengths, meets commitments, and fosters collaboration to achieve shared goals.

Delegation: Clarifies expectations, enables ownership, assigns appropriately challenging tasks and equips employees with the tools and guidance needed for success.

Change management: Actively supports initiatives, guides teams through transitions, models adaptability and embraces change to achieve positive outcomes.

Required Minimum Qualifications

Education:

• High school diploma required. Bachelor’s degree in Business, Operations Management, or related field, preferred
  

Experience:

• Minimum six (6) years within credit union operations management or related field, required.
• Minimum one (1) year of progressively responsible experience in a managerial position in credit union operations, required.
• Must be self-motivated, team-oriented, and able to multitask efficiently in a demanding environment with minimal supervision.
• Experience leading diverse work teams, required.
• Excellent oral and written communication skills required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Preferred Qualifications

• Knowledge of Federal and State banking regulations and accounting and audit principles, strongly preferred.
• Knowledge of credit union industry regulations and operations, preferred.
• Knowledge of Symitar software system, preferred.

Physical Requirements

Hearing: Ability to hear and comprehend spoken communication in person and over the phone.

Vision: Ability to view computer screens and read documentation with clarity and accuracy.

Verbal Communication: Ability to speak clearly and effectively to interact with colleagues and/or members. Frequent use of telephone headset may be required.

Manual Dexterity: Proficient use of hands and fingers for typing, operating office equipment, and handling documents.

Posture and Endurance: Ability to sit or stand at a workstation for extended periods; adjustable sit/stand desk options may be available to support comfort.

Mobility: Ability to move within the office environment to attend meetings or assist colleagues, as needed.

Lifting and Carrying: Occasionally required to lift and carry materials weighing up to 30 lbs.

Other Information

Hours Required: A work schedule of Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. This position is eligible for the credit union's telecommute policy.

Travel Requirements: Less than 5% local travel, required. Limited travel during the work schedule, primarily for training, meetings, or special projects.

Work Environment: This position is based in a climate-controlled office environment with ergonomic workstations in a two-story building with an elevator. Subject to standard background noise found in an office environment. Natural light from large windows, supplemented by artificial lighting to ensure a comfortable working atmosphere.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.