Operations Manager, Credit Union
About The Position
Firefighters First Federal Credit Union is hiring a Banking Operations Manager in Hendersonville, Tennessee. The role leads end-to-end operational support for members and internal teams, ensuring accurate, efficient, and compliant service delivery. It serves as the primary contact for member-facing teams, provides guidance, manages escalations, integrates new back-office responsibilities into Operations, and drives workflow improvements. The manager oversees daily Operations functions and key processes, including account maintenance; Trust and IRA administration; deceased, inactive, and dormant accounts; DMV and title activities; payments; wires; mail; levies; subpoenas; warrants; statements; tax forms; backup withholding; escheatment; deposit rate changes; system upgrades; and new product implementations. The position also maintains Operations and DMV/title policies, procedures, and job aids; monitors operational metrics; leads cross-functional improvements; and ensures tasks and projects are completed on time. The role includes coaching and mentoring team members, providing training and resources, holding the team accountable for service-level agreements and quality, supporting employee development, leading service improvements, and helping execute the Credit Union’s business plan.
Requirements
- Bachelor’s degree.
- At least 5 years of banking or credit union experience.
- At least 3 years of experience supervising or managing employees.
Responsibilities
- Lead end-to-end Operations support for members and internal teams, ensuring efficient, accurate, and compliant service delivery.
- Serve as the Operations ambassador and primary contact for member-facing teams; provide guidance, manage escalations, integrate new back-office responsibilities, and improve workflows.
- Manage daily Operations functions, including account maintenance, Trust and IRA administration, deceased/inactive/dormant accounts, and DMV/title activities.
- Manage payments, wires, mail, levies, subpoenas, and warrants while ensuring regulatory, procedural, and audit compliance.
- Oversee DMV and title operations, including lien perfection, issue resolution, and coordination with vendors, state agencies, branches, and internal teams.
- Oversee member statements, tax forms, backup withholding, escheatment, deposit rate changes, system upgrades, and new product implementations.
- Develop, maintain, and serve as subject matter expert for Operations and DMV/title policies, procedures, and job aids.
- Monitor operational metrics, identify trends, and lead cross-functional process improvements to streamline workflows and improve the member experience.
- Set priorities, manage deadlines, follow up with leadership, and ensure timely completion of assigned tasks and projects.
- Meet regularly with team members to coach and mentor them in alignment with the Credit Union’s mission, vision, and values.
- Provide team members with training, tools, and resources to perform their jobs.
- Hold teams accountable for service-level agreements and accurate, efficient work; provide coaching, feedback, or training as needed.
- Ensure team members have development opportunities supporting their career paths.
- Lead change by identifying opportunities to improve service levels.
- Assist the Credit Union in executing its business plan.
Benefits
- Competitive salary with a pay-for-performance bonus.
- Fully paid medical, dental, and vision benefits for employees.
- Fully paid life insurance, AD&D, and short- and long-term disability coverage.
- 401(k) plan with a 3% employer safe harbor contribution and matching program of up to 4%.
- Education reimbursement of up to $5,250 annually and a 0% education loan assistance program.
- Pet insurance.
- Four weeks of PTO annually, including 2½ days of float time.
- Nine paid holidays plus two half days.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
