Operations Continuous Improvement - Operations Program Manager - Member Servicing Comms

Job Title: Operations Program Manager
- Member Servicing Comms

Status: Exempt

Reports to: Manager
- Statements Letters and Notices

Department: Operations Continuous Improvement

Job Code: 4437

Pay Range: $85,100.00 - $92,000.00 Annually

Location: Hybrid in Sacramento, CA

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

You are driven by the chance to improve experiences and create lasting value. You combine operational excellence, project leadership, and analytical thinking to improve workflows, increase efficiency, and support strategic business initiatives that benefit both employees and members.

• Seeks out process improvement opportunities identified through a variety of sources- including committees, business owners, project teams, and proactive discovery.
• Review, analyze and create detailed documentation of business unit needs, including workflow, program functions, and implementation schedules.
• Develop capacity models to understand operational efficiencies and potential staffing issues
• Prepare and improve daily/monthly reporting for use by Senior Management
• Establish and maintain cooperative working relationships with other departments and third party service providers as needed to develop process improvements.
• Leveraging data, documenting and communicating unresolved defects so they may be appropriately prioritized for future resolution and elevate potential issues that may affect system integrity.
• Recommend business level changes in reaction to findings including identification of best business practices and solutions offered industry wide.
• Drive new cross functional initiatives to meet credit union goals and make sound decisions in the absence of detailed instructions.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Leads cross departmental projects and coordinates processes as follows:
  * Works directly with appropriate personnel to understand the process which will result in proof of concept.
  * Guides projects from original concept to final implementation, while developing schedules, plans, and specifications for time and resource allocation.
  * Collaborates with business owners to evaluate processes and to define and prioritize opportunities to streamline process, practices, and procedures to ensure service improvement excellence.
• Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing and tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
• Perform research for new products, services, and equipment related to the business unit needs. Also perform business surveys and analyze products, trends, and existing issues in the industry.
• Assist with the testing and validation of system enhancements.
• Maintain confidentiality of documentation and communication to and from management.
• Perform other functions/duties or special requests assigned.

• Bachelor’s Degree from an accredited college or university required
• Equivalent work experience may be considered
• 5+ years in project research, analysis, test planning and reporting within a financial institution required
• Project management certification preferred