Customer Operations Manager

Customer Operations Manager

Location:

Concord, CA, 94520

Start Date:

September 28th

About the Opportunity

Our client, a people-first Credit Union, is seeking an experienced Customer Operations Manager to lead critical operational functions and ensure exceptional service delivery across a variety of retail banking and member service operations. This is an excellent opportunity for a seasoned leader with a strong background in banking or credit union operations, compliance, and team leadership.

As the Customer Operations Manager, you will oversee production operations, specialized service functions, and continuous improvement initiatives while ensuring regulatory compliance, operational excellence, and an exceptional member experience.

Key Responsibilities Operations Management & Service Delivery

+ Lead the day-to-day operations of Retail Delivery production and specialized services teams.

+ Oversee operational activities including wire processing, levies, mailroom operations, account maintenance, research and exception processing.

+ Manage specialized services involving IRA, HSA, deceased accounts, subpoenas, online membership onboarding, account amendments, escheatment, privacy requests, and annual tax-related initiatives.

+ Ensure service level agreements (SLAs), productivity metrics, and quality standards are consistently achieved or exceeded.

+ Provide guidance and support on complex member situations and legal inquiries.

+ Ensure compliance with all regulatory requirements, internal controls, policies, and procedures.

+ Support branch operations, contact center teams, and other internal business units.

Leadership & Team Development

+ Lead, coach, and develop operational staff while fostering a culture of accountability and continuous improvement.

+ Oversee recruitment, onboarding, and employee development initiatives.

+ Manage staffing, scheduling, and resource planning to maintain operational efficiency and service excellence.

+ Address employee relations matters professionally and effectively.

+ Promote team engagement through coaching, clear communication, and productive team meetings.

+ Champion organizational values centered around alignment, assurance, and accountability.

Process Improvement & Cross-Functional Collaboration

+ Drive continuous improvement initiatives and root-cause analysis efforts.

+ Partner with technology teams to enhance systems, workflows, and operational processes.

+ Analyze trends and identify opportunities to improve efficiency and service delivery.

+ Collaborate with compliance, fraud, and operational teams to resolve issues and strengthen processes.

+ Serve as a subject matter expert for operational best practices and process improvements.

Required Qualifications

+ Bachelor's degree required; advanced degree or leadership certifications preferred.

+ Minimum of 5 years of progressive banking or credit union experience.

+ Minimum of 3 years of leadership or management experience within financial services operations.

+ Experience managing regulatory, risk, and compliance functions in a financial institution.

+ Proven success leading operational teams and driving measurable business results.

+ Strong communication, presentation, and interpersonal skills.

+ Ability to prioritize effectively and make sound decisions in a fast-paced environment.

Preferred Skills & Experience

+

Experience with Symitar, Salesforce, and Docu Sign.

+ Knowledge of queue management processes.

+ Experience handling deceased accounts, IRA administration, and escheatment compliance.

+ Advanced Microsoft Office skills, particularly PowerPoint.

+ Experience utilizing Microsoft Copilot and SharePoint.

+ Strong leadership, coaching, and relationship-building abilities.

What We're Looking For

+ A strategic and results-driven operations leader.

+ A collaborative professional who thrives in cross-functional environments.

+ A strong communicator capable of influencing at all levels of the organization.

+ A proactive problem solver with a commitment to operational excellence and member satisfaction.

+ An adaptable leader who can quickly learn new systems, processes, and technologies.

Why Join?

+ Opportunity to make an immediate impact within a respected, people-first Credit Union.

+ Collaborative and supportive team environment.

+ Hybrid work arrangement.

+ Exposure to a wide range of operational, compliance, and member service functions.

+ Chance to contribute to meaningful process improvements and organizational success.

If you are a proven banking or credit union operations leader who enjoys developing teams, driving efficiency, and delivering exceptional service, we encourage you to apply.

Upon review of your application you may receive a phone call from our recruiter at TEKsystems staffing to schedule an interview.

Job Type & Location

This is a Contract to Hire position based out of Concord, CA.

Pay and Benefits

The pay range for this position is $49.04 - $67.31/hr.

Individual compensation offered for this position within this range will depend on many factors,…