Operations Support Lead

Operations Support is a high-performing, collaborative division of the Business Operations department committed to operational excellence, strong risk management, continuous improvement, and exceptional service to members and internal departments. The division promotes leadership at every level through ownership, accountability, sound judgment, collaboration, and a commitment to improving both the team and the work.

The Operations Support Lead provides day-to-day people leadership and operational oversight for the Operations Support team, coordinating workflow, priorities, employee development, operational consistency, coverage, and execution. As the first level of formal people leadership within Operations Support, the Lead is responsible for supporting employee development, reinforcing accountability, and ensuring the team has the direction and support needed to effectively own and execute their responsibilities.

• Provides day-to-day leadership and operational direction for assigned employees and functions.
• Assigns, prioritizes, and monitors work to ensure service levels, quality, productivity, risk management, and organizational objectives are achieved.
• Provides ongoing coaching, feedback, recognition, and developmental support, including employee check-ins, performance evaluations, and development planning in partnership with management.
• Participates in employee selection, onboarding, training, and development activities in partnership with management.
• Coordinates cross-training, workload coverage, and knowledge transfer to strengthen operational resiliency.
• Serves as an escalation point for complex operational issues and assists employees in developing appropriate solutions.
• Reinforces established policies, procedures, controls, service standards, and regulatory requirements.
• Identifies process weaknesses, recurring issues, operational risks, capacity concerns, and opportunities for improvement, and recommends enhancements to procedures, workflows, systems, controls, or training.
• Coordinates operational testing, procedural updates, implementations, and division initiatives as assigned.
• Escalates significant personnel, operational, compliance, service, or risk concerns to management.
• Serves as a member of the Business Operations Leadership Team, contributing to department priorities, communication, planning, and continuous improvement.
• Performs other duties as assigned.

• Serves as a central support function for the Business Operations department, supporting Deposit Operations, Service Operations, Payment Operations, and Business Operations Management through cross-functional coordination, operational standardization, knowledge management, process governance, and strategic initiatives that promote consistency, efficiency, and organizational effectiveness.
• Provides operational support and coordination for enterprise-wide programs, including Digital Banking and the ATM/ITM fleet, overseeing day-to-day program administration, vendor coordination, issue tracking, performance monitoring, documentation, and cross-departmental communication.
• Develops, maintains, and monitors Business Operations reporting, key performance indicators (KPIs), and operational metrics to provide meaningful insights, support performance management, and drive informed decision-making across the department.
• Identifies, coordinates, and supports operational improvement initiatives, system implementations, and process enhancements in partnership with the Business Operations leadership team to improve efficiency, strengthen internal controls, reduce risk, and enhance service delivery.
• Supports and coordinates Business Operations participation in artificial intelligence (AI), automation, and emerging technology initiatives in partnership with Information Technology and applicable stakeholders, supporting evaluation, implementation, governance, documentation, and ongoing operational adoption.
• Maintains departmental training and onboarding initiatives in coordination with the Business Operations leadership team, including onboarding programs, training materials, procedural documentation (SOPs), cross-training resources, and employee knowledge development.
• Coordinates vendor management activities, including due diligence, performance monitoring, documentation, and ongoing relationship management.
• Coordinates and maintains the department's…