Support Services Assistant Manager

Overview

Position Purpose and Objectives: The Support Services Assistant Manager manages the daily operations of the support services team. This role involves ensuring proper processes are followed for the organization, as well as assisting in developing and implementing strategies for efficiency. A successful leader will be able to lead a team in a fast-paced environment and be able to multi task to work with various departments within the organization.

• Assist in leading the Support Services Team, including recruitment, training and performance management.
• Assist in developing and implementing support policies, procedures, and standards to ensure high-quality member service to both internal and external members.
• Monitor and analyze support metrics to identify trends, areas for improvement, and opportunities for efficiency.
• Oversee the processes regarding CUTX Account Servicing, Loan Maintenance, and Insurance procedures.
• Oversee administrative duties for all areas of the support services department.
• Ensures that legal inquiries such as subpoenas, levies, and garnishments are responded to within required time frames.
• Collaborate with other departments to align support services with overall company objectives.
• Foster a member-centric culture within the support team, promoting brand standards within all interactions.
• Maintain and update policy and procedure documentation.
• Develop support services team members in their roles and participate in all personnel functions.
• Partner with Compliance Department to ensure compliance with applicable regulatory requirements and makes changes to procedures or documents as necessary.
• Work Directly with VP of Support Services and the Manager of Support Services to evaluate processes and procedures and make recommendations as to changes that will lead to improvements in efficiencies.

Positions directly supervised: Support Services Staff

• Knowledge of credit union operations, policies, products, and services is a plus.
• Working knowledge of project management software.
• Ability to create team environment in all assigned projects.
• Understanding of both waterfall and agile project management principles.

Education: Bachelor’s Degree in Business or related field or equivalent in a combination of relevant operational experience and credit union experience.

Experience: Experience leading multiple cross functional teams.

• Finger Dexterity – Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Grasping – Using fingers and palm on an object.
• Talking – Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Repetitive Motions – Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Hearing – Able to hear average or normal conversations and receive ordinary information.
• Average Visual Abilities – Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Sedentary Work – Sitting part of the time. Exerts up to 10 lbs. of force occasionally.

Working Conditions of this Position
Few. No hazardous or significantly unpleasant conditions except during construction wearing a hard hat is required.

Reasoning Ability: The ability to use common sense or logic.

Detailed: Ability to apply common sense understanding to carry out detailed instructions and to deal with problems involving many variables.

Mathematical Ability: Basic. Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; operations with units such as inch, foot, yard; ounce, pound (or their metric counterparts), and square footage; ability to understand appraisals, compute rent rates and lease expiration times.

Language Ability: The level of ability required to communicate and understand written and oral language. Typical:
Ability to use passive vocabulary of 5,000-6,000 words; read at a moderate rate; and…