Head of Operations Management (m/w/d)

The Operations Manager is responsible for providing leadership and oversight of all branch operations, member service, operational compliance, audit readiness, and branch financial performance. This position collaborates closely with executive leadership by providing operational feedback supporting credit union initiatives, and helping implement strategies that enhance branch performance, and the consistent delivery of exceptional member experience.
As a working manager, the Operations Manager actively serves members by opening new accounts, processing loan applications, and performing member transactions. This position leads by example, working alongside staff while coaching, developing, and motivating employees to achieve individual and credit union goals. The Operations Manager oversees day-to-day branch leadership, employee development, performance management, and the implementation of credit union policies, procedures, and regulatory requirements. Through a collaborative, service-focused approach, this position drives operational excellence, enhances member satisfaction and loyalty, and supports the credit union’s strategic objectives for growth and long-term success.
Branch Operations & Member Service: Responsible for the overall management of daily branch operations to ensure efficient workflows, exceptional members service, and achievement of operational goals.
Staff Leadership, coaching and performance management: Supervise branch employees, manage scheduling, provide coaching and ongoing training including robbery and security training, monitor performance, foster employee engagement, and build a positive team culture.
Coordinate recruiting and onboarding, coordinate training, branch performance reviews and support employee relations in partnership with CEO.
Member Service & Relationship Management: Actively serve members by providing solutions that meet their needs while ensuring exceptional service and supporting frontline operations.
Compliance & Risk Management: Ensure the branch operates in accordance with all regulatory requirements, internal controls, and credit union policies while maintaining audit readiness.
Operations Administration & Vendor Coordination: Coordinate operational processes, maintain procedures, oversee operational vendor relationships, manage branch facilities and equipment, support technology implementation and assist with operational projects.
Monitor branch cash operations to ensure compliance with cash handling procedures, cash limits, and internal controls. Conduct monthly random monthly cash audits in accordance with ethe branch audit checklist.
Maintain a thorough understanding of all credit union policies and procedures, state and federal laws related to the Credit Union compliance program including but not limited to, Bank Secrecy Act (BSA) and the Anti-Money Laundering Act (AML), US Patriot Act and OFAC laws.
Oversee daily branch operations while leading, coaching, and developing staff to ensure operational excellence, exceptional member service, effective team performance, and a positive, professional branch culture.
Represent the credit union in a professional manner and promote its mission, vision, values, and commitment to member financial well-being
Maintain a thorough understanding of credit union products, services, policies
Maintain knowledge of all applicable laws that affect the day-to-day operation of the branch including but not limited to NCUA Rules and Regulations, Ohio Code of Regulations, Truth in Lending- Regulation Z, Truth in Savings -Regulation DD, NACHA Rules and Regulation, Regulations CC.
Coordinate and manage branch maintenance and branch vendor relationships.
Ensure timely communication of organizational updates, policy changes, and operational expectations to branch staff. Champion a member focused culture by ensuring exceptional service delivery, addressing complex member needs, fostering relationship development, and driving continuous improvement to enhance the overall member experience.
Lead branch growth strategies by developing employee cross selling capabilities, achieving deposit and lending goals, strengthen member relationships through needs based solutions and participate in community outreach and business development activities as assigned.
Assist in preparing and managing the branch operating budget, monitor branch expenses and recommend efficiencies to improve productivity and reduce costs.
Assist with projects and credit union initiatives as assigned.
Three-to-five years of employee management and strategic planning. Previous experience working in a banking or credit union environment preferred.
Bachelor’s degree in management or related field or equivalent experience.
Interpersonal Skills: Must possess strong interpersonal skills, including exceptional communication, active listening, and the ability to build trusted relationships with members, employees, and community partners. This position requires a member-focused mindset with strong problem solving, conflict resolution, and emotional intelligence skills to effectively address concerns and provide personalized financial solutions. Must demonstrate professionalism, adaptability, teamwork and leadership abilities while fostering a positive and welcoming credit union culture. Other Skills: Proficiency in Microsoft Excel, Word, and Outlook.
This position requires working every Saturday. The branch is closed on Wednesdays, providing a consistent weekday off.