Customer Operations Manager

TEKsystems•Concord, CA

4d•$49 - $67•Hybrid

About The Position

Our client, a people-first Credit Union, is seeking an experienced Customer Operations Manager to lead critical operational functions and ensure exceptional service delivery across a variety of retail banking and member service operations. This is an excellent opportunity for a seasoned leader with a strong background in banking or credit union operations, compliance, and team leadership. As the Customer Operations Manager, you will oversee production operations, specialized service functions, and continuous improvement initiatives while ensuring regulatory compliance, operational excellence, and an exceptional member experience.

Requirements

Bachelor's degree required; advanced degree or leadership certifications preferred.
Minimum of 5 years of progressive banking or credit union experience.
Minimum of 3 years of leadership or management experience within financial services operations.
Experience managing regulatory, risk, and compliance functions in a financial institution.
Proven success leading operational teams and driving measurable business results.
Strong communication, presentation, and interpersonal skills.
Ability to prioritize effectively and make sound decisions in a fast-paced environment.

Nice To Haves

Experience with Symitar, Salesforce, and DocuSign.
Knowledge of queue management processes.
Experience handling deceased accounts, IRA administration, and escheatment compliance.
Advanced Microsoft Office skills, particularly PowerPoint.
Experience utilizing Microsoft Copilot and SharePoint.
Strong leadership, coaching, and relationship-building abilities.

Responsibilities

Lead the day-to-day operations of Retail Delivery production and specialized services teams.
Oversee operational activities including wire processing, levies, mailroom operations, account maintenance, research and exception processing.
Manage specialized services involving IRA, HSA, deceased accounts, subpoenas, online membership onboarding, account amendments, escheatment, privacy requests, and annual tax-related initiatives.
Ensure service level agreements (SLAs), productivity metrics, and quality standards are consistently achieved or exceeded.
Provide guidance and support on complex member situations and legal inquiries.
Ensure compliance with all regulatory requirements, internal controls, policies, and procedures.
Support branch operations, contact center teams, and other internal business units.
Lead, coach, and develop operational staff while fostering a culture of accountability and continuous improvement.
Oversee recruitment, onboarding, and employee development initiatives.
Manage staffing, scheduling, and resource planning to maintain operational efficiency and service excellence.
Address employee relations matters professionally and effectively.
Promote team engagement through coaching, clear communication, and productive team meetings.
Champion organizational values centered around alignment, assurance, and accountability.
Drive continuous improvement initiatives and root-cause analysis efforts.
Partner with technology teams to enhance systems, workflows, and operational processes.
Analyze trends and identify opportunities to improve efficiency and service delivery.
Collaborate with compliance, fraud, and operational teams to resolve issues and strengthen processes.
Serve as a subject matter expert for operational best practices and process improvements.