Operations Manager

Full Time
- Exempt

Under the direction of the VP Operations, responsible for managing the day‑to‑day operations of the Operations Department to ensure efficient, accurate, secure, and compliant execution of critical back‑office functions. Oversees payment processing activities, including ACH, draft processing, card services, wire transfers, IRA administration, and cash management services while ensuring service standards, operational controls, and regulatory requirements are consistently met. Partners with the VP Operations to implement departmental initiatives, process improvements, system enhancements, and operational changes that improve efficiency, strengthen controls, reduce risk, and enhance the member and employee experience.

Provides direct leadership, coaching, and oversight of Operations staff, ensuring appropriate staffing levels, employee development, performance accountability, and operational readiness. Monitors workflow distribution, operational performance, and department resources to support service excellence, risk mitigation, and business continuity. This position is eligible for a hybrid work from home schedule, as set and approved by the position's manager in accordance with the credit union's Remote Work Policy.

• 35% Direct and oversee daily deposit operations and payment services activities, ensuring the accurate, timely, and secure processing of transactions across ACH, wire, draft, card, IRA, and cash management functions. Monitor operational performance, service levels, workflow capacity, and key performance indicators to ensure operational effectiveness and business continuity.
• 20% Lead, coach, and develop Operations staff through all aspects of talent management, including workforce planning, recruiting, interviewing, hiring, onboarding, training, performance management, employee development, recognition, and corrective action. Foster a culture of accountability, collaboration, continuous learning, and service excellence while ensuring adequate cross‑training and operational coverage.
• 15% Partner with vendors, processors, and network providers to maintain service standards, resolve operational issues, and support product and service enhancements. Serve as a subject matter expert on payment operations and related services by providing guidance, education, and training to employees across the credit union while promoting exceptional service delivery for internal and external members.
• 15% Maintain compliance with applicable laws, regulations, network rules, and internal policies, including NACHA, OFAC, Regulation E, IRS requirements, and card network standards. Establish and monitor internal controls designed to mitigate operational risk, prevent fraud, and protect organizational assets.
• 10% Identify, coordinate and support operational improvement initiatives, payment modernization activities, system enhancements, and implementation projects. Provide subject matter expertise, assist with testing and validation, support employee readiness, and ensure successful department adoption.
• 5% Performs other job‑related duties as assigned.

• Provide direct supervision, coaching, development, training, performance management and leadership to the Operations team. Maintain a highly qualified staff, sufficient to meet long‑term organizational goals and to ensure a high quality of work and excellent service is provided to all internal and external members. Ensure staffing levels, scheduling practices, cross‑training efforts, and workload distribution effectively support operational demands, service expectations, and business continuity requirements.
• Ensure the operations team maintains a working knowledge of applicable operational regulations, payment network requirements, policies, procedures, and best practices, including NACHA, OFAC, Regulation E, IRS requirements and card network rules, to support compliance and operational effectiveness.
• Oversee and manage electronic and digital payment operations, including ACH processes such as account setup, exception clearing, NSF returns, and addendum and pre‑note checks, while managing…