Credit Union Operations Manager

JM&A Group•Jacksonville, FL

About The Position

The Credit Union Operations Manager oversees day-to-day branch and contact center operations at JM Associates Federal Credit Union and supports the Vice President of Operations with back-office operations, operational risk management, quality assurance, process improvement, and strategic initiatives. The role provides direct leadership, coaching, and development to the Branch and Contact Center Supervisors, ensuring appropriate staffing, service levels, productivity, and operational consistency across member-facing channels. The manager monitors performance, member service, production, and operational reporting; oversees quality assurance for new accounts, loans, and other processes; identifies trends, recurring errors, and operational risks; and supports compliance with Credit Union policies, procedures, regulatory requirements, and internal controls. The position also assists with audits, examinations, fraud prevention, and responses to operational findings. In partnership with the VP of Operations, the manager supports assigned back-office functions, which may include ACH, card services, ATMs, electronic banking, account maintenance, disputes, reconciliations, dormant accounts, and escheatment. The manager helps maintain operational policies, procedures, and training materials and serves as an escalation point for complex member and operational issues. The role identifies opportunities to improve efficiency, member experience, and internal controls; leads or supports operational projects, system implementations, and process changes; analyzes operational metrics; and partners with other departments on Credit Union-wide initiatives. It establishes performance expectations, supports performance evaluations and development plans, builds supervisor capability, develops succession plans, and promotes a collaborative, accountable, service-oriented culture aligned with JM Family's core values.

Requirements

Minimum of 8 years of financial institution experience, preferably in a credit union or community financial institution.
Minimum of 5 years of supervisory or leadership experience.
Experience with branches, contact centers, financial institution operations, and leadership development.
Working knowledge of deposit and lending products, operational controls, and regulatory requirements.
Strong leadership, communication, problem-solving, and organizational skills.
Ability to interpret operational data and identify opportunities for improvement.

Nice To Haves

Bachelor’s degree in Business, Management, Finance, Leadership, or a related field preferred.

Responsibilities

Provide direct leadership, coaching, and development to the Branch and Contact Center Supervisors.
Ensure appropriate staffing, service levels, productivity, and operational consistency across member-facing channels.
Support supervisors with associate performance, coaching, escalations, and development.
Monitor branch and contact center performance, member service, production, and operational reporting.
Oversee quality assurance activities for new accounts, loans, and other operational processes.
Identify trends, recurring errors, and operational risks and ensure appropriate corrective action is taken.
Support adherence to Credit Union policies, procedures, regulatory requirements, and internal controls.
Assist with audits, examinations, fraud prevention, and responses to operational findings.
Partner with the VP of Operations to support assigned back-office functions, including potentially ACH, card services, ATMs, electronic banking, account maintenance, disputes, reconciliations, dormant accounts, and escheatment.
Assist with developing and maintaining operational policies, procedures, and training materials.
Serve as an escalation point for complex member and operational issues.
Identify opportunities to improve operational efficiency, member experience, and internal controls.
Lead or support operational projects, system implementations, and process changes.
Analyze operational metrics and provide recommendations to the VP of Operations.
Partner with other departments to support Credit Union-wide initiatives.
Establish clear performance expectations and ensure supervisors coach, develop, and hold their teams accountable.
Conduct consistent one-on-one meetings with direct reports and support supervisors in meaningful coaching conversations with associates.
Assist with performance evaluations, development plans, corrective action, and recognition in partnership with the VP of Operations and Human Resources.
Build supervisor capability so routine operational and people concerns are resolved at the appropriate leadership level.
Promote a collaborative, accountable, service-oriented culture aligned with JM Family's core values.
Develop succession plans and identify associates with leadership potential.
Ensure departments maintain appropriate staffing and scheduling to support member needs.