Credit Union Operations Manager

JM Family•Westlake, FL

About The Position

The Credit Union Operations Manager oversees the day-to-day operations of JM Associates Federal Credit Union’s branch and contact center functions and supports the Vice President of Operations with back-office operations, operational risk management, quality assurance, process improvement, and strategic initiatives. The role provides leadership to branch and contact center supervisors, supports consistent member service and operational performance, and helps ensure adherence to policies, regulatory requirements, and internal controls. The manager also partners with the Vice President of Operations on assigned back-office functions, operational projects, system implementations, and process changes. The position analyzes performance and operational data, identifies improvement opportunities and risks, and works with other departments on Credit Union-wide initiatives. It promotes a collaborative, accountable, service-oriented culture aligned with JM Family’s core values and develops supervisor and associate leadership capability.

Requirements

At least 8 years of financial institution experience, preferably in a credit union or community financial institution.
At least 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 Supervisor and Contact Center Supervisor.
Ensure appropriate staffing, scheduling, service levels, productivity, and operational consistency across member-facing channels.
Support supervisors with associate performance, coaching, escalations, and development; establish clear expectations and accountability.
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 Vice President of Operations on assigned back-office functions, which may include 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 Vice President of Operations.
Partner with other departments to support Credit Union-wide initiatives.
Conduct consistent one-on-one meetings with direct reports and support supervisors in conducting meaningful coaching conversations with their associates.
Assist with performance evaluations, development plans, corrective action, and recognition in partnership with the Vice President 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.