Assistant Manager, Service Delivery Support

SchoolsFirst Federal Credit Union•Santa Ana, CA

1d•$97,552 - $156,083

About The Position

The Assistant Manager, Service Delivery Support assists the department manager with operations of the Service Delivery Support team. The role supports the branch division through reporting and analytics, project management, management of business systems and hardware, vendor relationships, process improvement, and automation. It also provides day-to-day support for efforts to improve business processes and efficiencies that support division performance and innovation across Member-facing channels. The position ensures proper maintenance and operation of key business support and decision systems, coordinates issue resolution and upgrades, and maintains knowledge of credit union software and branch hardware. It ensures standard reports are produced and distributed on schedule; maintains vendor relationships, negotiates contracts, and oversees contract compliance; and analyzes systems and processes to recommend and help implement automation and process improvements. The Assistant Manager supports divisional initiatives and projects, including preliminary research, scoping, stakeholder identification, resource coordination, testing, and documentation. The role serves as a liaison for business-unit project testing, supports branch openings, closings, relocations, and remodels, and coordinates with project management, Facilities, and vendors. It promotes operational consistency, evaluates procedures and policies, supports communication between IT and business units, and provides change-management support. It also reviews projects for alignment with organizational goals and oversees implementation for timely completion. The role assists the department manager in team development and business planning, supervises team members, and may act as Manager in their absence. It helps establish and communicate organizational goals, identifies operational efficiencies, complies with regulatory and internal policies and training requirements, and performs other duties as assigned.

Requirements

High school diploma or GED required.
Bachelor’s degree in a related field or equivalent years of experience required.
3–5 years of prior functional experience required.
1–3 years of prior management experience, such as a management or lead role, required.
Required: Proficiency analyzing and interpreting reports across multiple platforms, such as dashboards, paginated reports, and Excel, to evaluate KPIs and other critical metrics, and clearly presenting findings and recommendations to decision-makers and leadership.
Comply with regulatory compliance and assigned training requirements, including applicable BSA regulations.

Nice To Haves

Preferred: Lead evaluation and coordination of new vendors or solutions by conducting assessments, gathering requirements, and managing the RFP process; recommend suitable options based on cost, functionality, scalability, and alignment with organizational needs and goals.

Responsibilities

Assist the department manager with Service Delivery Support team operations.
Provide reporting, analytics, project management, business systems and hardware support, vendor relationship management, process improvement, and automation for the branch division.
Support initiatives to identify and implement business process improvements and efficiencies across Member-facing channels.
Ensure proper maintenance and operation of business support and decision systems; coordinate issue resolution and system upgrades with internal and external resources.
Maintain knowledge of credit union software and branch hardware, including existing functionality and the impact of potential changes.
Ensure standard reports are produced and distributed according to schedule.
Maintain vendor relationships, negotiate contracts, and oversee compliance with contract requirements.
Analyze business systems and processes, recommend automation and improvements, and assist with approved implementation actions.
Support division initiatives and projects by researching requests, defining scope and objectives, identifying stakeholders, coordinating resources, conducting testing, and documenting progress.
Act as a liaison for business-unit project testing; understand project concepts and objectives, coordinate resource allocation, and provide project support and documentation.
Support branch openings, closings, relocations, and remodels in coordination with project management, Facilities, and vendors.
Build consistency and operational excellence across division business units; reconcile information from multiple sources to ensure accuracy.
Evaluate operating procedures and policies and recommend changes to support Member service, productivity, and internal control.
Facilitate timely communication and follow-up between IT, business units, and the branch division.
Provide change-management support for projects and processes affecting branch teams.
Review divisional projects for alignment with organizational goals, prioritize them based on impact and resource availability, and oversee implementation and completion.
Assist the department manager with team growth, guidance, training opportunities, and development of the department business plan.
Supervise team members, including selection, training, performance appraisal, work allocation, and scheduling.
Help establish, communicate, and achieve Credit Union goals and standards, ensuring department team members understand them.
Identify opportunities to streamline department and Credit Union operations.
Comply with government regulations, internal policies and procedures, audit standards, SOPs, and assigned training requirements, and keep team members informed of SOPs.
Act as Manager in the Manager’s absence when needed.
Perform other duties as assigned.