Operations Manager

POSITION SUMMARY The Operations Manager plays a critical leadership role within the credit union, responsible for overseeing and optimizing the daily operations of key functions. This role ensures the efficient and compliant processing of payments, loan servicing, operations fulfillment, and the set-up/maintenance of IRAs/fiduciary accounts while maintaining strong controls and risk management practices. Additionally, the Operations Manager identifies opportunities to enhance efficiencies and collaborates with others to implement effective solutions.

ESSENTIAL FUNCTIONS Oversee booking, boarding, escrow analysis, payoff processing and reporting for consumer and mortgage loans.

Administer insurance escrow accounts, including hazard, flood and mortgage insurance payments.

Ensure all loan servicing activities comply with state and federal regulations, as well as internal policies.

Manage and oversee the processing of portal requests, ensuring timely and accurate fulfillment. Address and resolve member requests, providing exceptional service and support.

Identify and resolve operational issues, ensuring smooth and efficient processes. Implement and monitor error correction procedures to maintain high standards of accuracy.

Identify “day two” processes in various departments that can be assumed by the Operations Team to allow production areas to focus on production and direct service to credit union members.

Oversee the opening, maintenance, and servicing of specialty accounts, including IRAs, trusts/estates and other fiduciary accounts.

Serve as a subject-matter expert on IRA accounts as well as revocable/irrevocable trusts and estate accounts. Ensure appropriate tax reporting and RMD calculations are performance accurately and on time. Collaborate with the legal and compliance teams to ensure fiduciary responsibilities are met.

Develop, implement and maintain a comprehensive policy management process for the credit union. Ensure effective knowledge management practices are in place to keep the team informed and up to date on policies and procedures.

Collaborate with Operations Management partners and other departments leads to create and maintain consistent processes that benefit all business units supported by the Operations Department.

Identify and monitor metrics to track the success of the team and identify opportunities for improvement.

Develop a team focused on growth and leveraging their skillsets to increase engagement and productivity. Cultivate a culture of accountability and continuous improvement through coaching and skill development.

Other duties as assigned.

QUALIFICATIONS EDUCATION/CERTIFICATIONBachelor’s degree in business administration, Finance, or related field.

Professional certifications are beneficial.

REQUIRED KNOWLEDGE Strong understanding of credit union operations, including deposit operations, card services, loan services, payments, and specialty/fiduciary accounts.

Knowledge of federal and state banking regulations, including NCUA and CFPB guidelines governing loan servicing.

Familiar with IRAs, trusts and other fiduciary account management processes.

Understanding of Regulation CCD, NACHA Rules, and other applicable deposit/payment regulations.

Familiarity with quality assurance principles and practices.

EXPERIENCE REQUIRED7+ years of experience in financial institution operations3 years of experience in a leadership role.

Experience leading and managing cross-functional teams.

HARD/TECHNICAL SKILLS/ABILITIESProcess Improvement:
Ability to identify, analyze, and enhance existing processes within the credit union to increase efficiency, effectiveness, and quality.

Problem-Solving:
Strong capability in developing solutions to address identified issues and implementing change effectively.

Collaboration:

Effectively works with various departments and stakeholders to gather input, gain buy-in and ensure successful implementation of changes.

Innovation: Brings creative ideas and new approaches to enhance processes and drive continuous improvement.

Communication:
Clearly conveys information to team and partners across the credit union. Is able to convey complex information to support operational…