Central Operations Manager

The Centralized Operations Manager provides day-to-day leadership for the credit union’s centralized deposit, payment, card, and service operations. The role ensures transactions are processed accurately, securely, and on time; operational controls are effective, procedures remain current; and employees and branches receive dependable operational support. This position does not manage branch operations; it supports branch and phone channels through centralized processing, controls, research, and issue resolution.

The Centralized Operations Manager translates strategy into practical workflows, develops the Central Operations team, and partners with Compliance, IT, Finance, Lending, and Member Experience to protect member assets and improve the member and employee experience.

• Oversee assigned card programs, including card ordering and inventory management, issuance and maintenance, daily balancing, disputes and chargebacks, provisional credit, compromised-card response, fraud-loss monitoring, network compliance, and vendor escalation.
• Oversee ACH and wire operations, including file and settlement controls, returns, Notifications of Change, reversals, stop payments, unauthorized transactions, government reclamations and death notifications, exception processing, and verification and release under dual control.
• Oversee IRA program administration, including contributions, distributions, transfers and rollovers, required minimum distributions, beneficiary and death-claim processing, year-end tax reporting, required notices and disclosures, record accuracy, and vendor coordination.
• Oversee the credit union’s timely response to Levies, Garnishments, Subpoena, and Summons’s requests. Ensure that all submitted information is both accurate and compliant.
• Ensure work is completed within established service levels, settlement deadlines, authorization limits, dual-control requirements, and quality standards.
• Oversee daily balancing, settlement, suspense and general-ledger reconciliations assigned to Operations; investigate and resolve outages, out-of-balance conditions, exceptions, and processing errors promptly.
• Maintain effective coverage for critical activities through scheduling, cross-training, documented backups, and succession planning.

• Maintain operational practices that comply with applicable laws, regulations, network rules, credit union policies, and delegated authorities. Partner with Risk & Compliance on interpretation and implementation.
• Support compliance with requirements applicable to assigned functions, which may include Regulations E, CC, DD, and P; BSA/AML, Customer Identification Program, OFAC, funds-availability and disclosure rules; ACH and card-network requirements; privacy; records retention; abandoned property; and legal process.
• Design, document, and monitor internal controls, including separation of duties, access controls, transaction limits, approvals, reconciliations, exception reporting, and quality reviews.
• Coordinate operational fraud prevention, dispute handling, error resolution, and loss-recovery activities. Escalate suspicious, unusual, high-risk, or material events to the appropriate Compliance, Risk, Security, or executive leader.
• Support regulatory examinations, internal and external audits, risk assessments, and control testing. Respond to findings, own assigned corrective actions, and verify sustainable completion.
• Participate in business continuity, disaster recovery, incident response, and tabletop exercises; maintain recovery procedures and ensure operational readiness.

• Lead, coach, and develop Central Operations employees through clear expectations, regular feedback, recognition, performance management, and individual development planning.
• Plan staffing and workload; participate in recruiting, selection, onboarding, training, scheduling, and retention in partnership with Human Resources.
• Build a culture of accountability, sound judgment, collaboration, curiosity, continuous learning, and member-centered service.
• Ensure employees understand current…