Operations Planning and Governance - Senior Manager - Operations Communication Change and Readiness

SrMgr - Operations Communication

You lead a multidisciplinary team of managers and senior professionals responsible for Service Operations Communications, Technical Writing, Change Enablement, and Capacity Planning readiness by providing hands on leadership, prioritization, and quality oversight to deliver clear, accurate, and timely member and operational communications. As an execution focused people leader, you translate complex business, regulatory, and operational requirements into actionable communications, procedures, and change strategies that enable workforce readiness and informed operational decision making. You partner cross functionally with Service Operations, Compliance, Legal, Technology, HR, and Digital teams to align communication execution and readiness planning with organizational strategy, proactively identify risks and adoption impacts, and drive operational efficiency, transparency, and continuous improvement while minimizing disruption to members and staff.

What You'll Do:

• Lead team of managers and supporting staff to manage the delivery of all operational member communications (member statements, letters, notices, etc.) procedural updates, change and development along with change and capacity readiness.
• Establish, oversee and adhere to SLAs for operational and member communications, including delivery timeliness, accuracy, compliance validation, and error resolution across print and digital channels.
• Ensure procedural documentation and change communications meet defined quality, completeness, and readiness standards prior to implementation.
• Manage vendor relationships, along with key initiatives, of print and digital delivery services for the Credit Union.
• Collaborates with organization stakeholders to determine their communication needs and how to incorporate into established processes.
• Establish and maintain efficient review processes for all new communications and edits to existing communications.
• Monitor order usages, volumes, and periodically meet with vendors to discuss and coordinate upcoming changes, outstanding issues, low volume stocks and other issues.
• Ensure all vendor invoices are audited with the necessary documents attached, paid timely, and accurately. Research, analyze, identify alternatives and recommend improvements for operational efficiency.
• Drive accountability for end-to-end delivery outcomes across all channels ensuring commitments are met within defined timelines, scope, and quality standards.
• Review and edit technical/procedural documents for clarity, consistency, and compliance with company and industry standards.
• Develop and implement writing standards, guidelines, and best practices for technical documentation.
• Ensure subordinate managers, supervisors and individual professionals adhere to defined internal controls and established scorecard metrics including performance standards.
• Lead staff to manage the delivery of all operational procedures.
• Work closely with leaders of other companywide transformation initiatives and manage inter-dependencies.
• Identify, develop, and deliver on change management initiatives through day-to-day management, change agents and targets. Manage communications and interactions with leadership sponsors and staff as appropriate.
• Foster a positive work environment for each team member; promote skill development, coach for improvement and growth, inspire others through words and actions, ensure positive employee morale throughout Golden 1.
• Embrace our mission, vision, and core values. Lead direct reports in the development and execution of customized action plans to help improve employee satisfaction to target levels.
• Develop and maintain contact with top decision makers; organize, participate, and/or lead teams in the proposal development process.
• Provide weekly and monthly progress, production, and accomplishments reports.
• Manage the documentation lifecycle, including creation, revision, approval, and distribution of technical procedures.
• Contribute to the growth and development of Golden 1 products and service delivery.
• Lead engagement planning and budgeting; mobilize and manage engagement teams.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
• Ensure external best practices are identified and analyzed for applicability to Golden 1.
• Develop and maintain capacity models to forecast staffing needs based on historical data, seasonal trends, and business growth.
• Analyze resource workload distribution and recommend adjustments to optimize utilization.
• Collaborate with department leaders to align staffing plans with service level goals and operational priorities.
• Monitor real-time performance metrics and adjust forecasts as needed to ensure service continuity.
• Provide reporting and insights to support workforce planning, budgeting, and strategic initiatives.
• Identify risks and opportunities related to capacity and recommend mitigation strategies.
• Execute change management strategies to support enterprise initiatives.
• Create and manage communication plans to ensure clear and consistent messaging throughout change efforts.
• Collaborate with project teams to integrate change management activities into overall project plans.
• Communicate training programs and materials to support employee adoption.
• Monitor and evaluate the effectiveness of change initiatives and adjust strategies as needed.
• Promote change readiness and a culture of continuous improvement across the organization.
• Perform other duties as assigned.

Qualifications and Preferences:

• Bachelor's Degree in related field is strongly preferred. Additional work experience may be considered.
• 8+ years of experience managing communication delivery and business analytics with a strong focus on process design is required
• 5+ years of direct supervisory or management experience required
• 3+ years of hands on experience in capacity planning, workforce management, or operations analysis, with experience managing managers or senior professionals and experience in a financial institution or service oriented environment required