Operational Monitoring Manager

Mountain America Credit Union•Sandy, UT

About The Position

The Manager, Operational Monitoring provides strategic leadership and oversight for the credit union’s operational and sales monitoring programs. The role leads analysts who review business processes, analyze monitoring results, identify trends and control gaps, and provide actionable insights to leadership. The manager partners with business units and teams across Compliance, Risk Management, Internal Audit, Fraud, and executive leadership to share monitoring data, support audit and compliance reviews, strengthen operational controls, and promote continuous improvement. The position is accountable for monitoring program effectiveness, reporting frameworks, governance, and team development in support of organizational objectives and data-informed decision-making. The manager oversees monitoring across branches, sales, digital and contact center channels, third-party processes, and other areas as needed. Responsibilities include leading and developing team members; establishing monitoring methodologies, standards, procedures, escalation processes, and governance; overseeing reviews, quality assurance, data analysis, and risk assessments; and working with business leaders on corrective action plans. The role directs dashboards, scorecards, KPIs, and executive and management reporting, and owns the monitoring technology and data roadmap, including evaluation and implementation of monitoring, analytics, automation, and AI-enabled tools. It also establishes appropriate governance and risk controls for AI and automation. The manager communicates significant findings and recommendations to executive leadership, supports audits, regulatory examinations, and compliance reviews, and leads strategic initiatives and process improvements. The position maintains awareness of company policies, applicable regulatory expectations, industry trends, and monitoring best practices, including evolving expectations such as consumer data rights and UDAAP.

Requirements

At least seven years of experience in monitoring, fraud, compliance, quality assurance, audit, risk management, operations, data analysis, or a related role in financial services.
At least two years of leadership, supervisory, project leadership, coaching, or team development experience.
Experience supporting or improving monitoring programs, quality assurance processes, operational controls, risk reviews, or reporting frameworks.
Experience contributing to process improvement, system enhancements, workflow changes, or cross-functional projects.
Experience in sales monitoring, operational monitoring, fraud prevention, compliance support, risk management, audit support, or operational review functions.
Experience preparing or presenting findings, trends, and recommendations to leaders, business partners, or management teams.
Hands-on experience using SQL and business intelligence tools such as Power BI or Tableau to develop dashboards, automate reporting, and analyze large data sets.
Bachelor’s degree in business, finance, accounting, information systems, data analytics, or a related field, or an equivalent combination of education and relevant experience.
Advanced leadership, coaching, and team development skills.
Expert-level analytical, problem-solving, root cause analysis, and risk assessment capabilities.
Strong understanding of operational controls, sales monitoring, quality assurance, fraud prevention, compliance, and risk management practices.
Advanced data analytics and reporting expertise, including translating complex data into executive-level insights and recommendations.
Technical literacy in SQL, business intelligence, data modeling, and automation sufficient to direct, review, and validate team analytics.
Knowledge of AI, machine learning, and automation capabilities and associated risks, governance, and regulatory expectations.
Ability to develop and execute a technology and data strategy for monitoring programs.
Strong business acumen and ability to influence decisions and drive organizational change.
Excellent communication, presentation, facilitation, and stakeholder management skills.
Strong project management, process improvement, organizational, and strategic planning abilities.
Ability to lead cross-functional teams and enterprise-wide initiatives.
Strong understanding of financial institution operations, regulatory requirements, and governance expectations.
Ability to balance regulatory compliance, operational efficiency, member experience, and organizational objectives.

Nice To Haves

PMP, PRINCE2, Lean Six Sigma certification, or equivalent project and process improvement experience.
Experience with core banking, governance, risk and compliance (GRC), CRM, or monitoring platforms such as Keystone, Archer, or Dynamics.
Demonstrated experience leading analysts, strategic programs, and enterprise-wide initiatives.
Experience leading implementation of automation, continuous monitoring, or AI-enabled solutions.

Responsibilities

Provide strategic oversight of branch, sales, digital, contact center, third-party process, and other monitoring programs.
Lead, coach, develop, and manage Monitoring Program Analysts and Senior Monitoring Program Analysts.
Establish and maintain monitoring frameworks, methodologies, standards, procedures, escalation processes, and governance practices.
Oversee monitoring reviews, quality assurance, data analysis, and risk assessments to identify risks, trends, control gaps, and improvement opportunities.
Partner with business unit leaders to evaluate monitoring results, establish corrective action plans, address risks, and improve operational effectiveness.
Oversee collection, validation, analysis, and interpretation of monitoring data.
Direct development and maintenance of dashboards, scorecards, KPIs, and executive and management reporting.
Own the monitoring technology and data roadmap, including evaluation, selection, and implementation of monitoring, analytics, automation, and AI-enabled tools.
Establish governance and risk controls for AI and automation, including validation, documentation, human oversight, and alignment with model risk management and data privacy requirements.
Communicate significant trends, risks, findings, and recommendations to executive leadership.
Support audit requests, regulatory examinations, and compliance reviews with monitoring data, analysis, reporting, and documentation.
Lead strategic initiatives, monitoring projects, system enhancements, and process improvement efforts.
Establish data governance, reporting standards, monitoring methodologies, and documentation requirements.
Collaborate with Compliance, Risk Management, Fraud, Operations, Internal Audit, and other business units to share insights and support mitigation strategies.
Evaluate industry trends, regulatory changes, technologies, and monitoring best practices and implement program enhancements.
Maintain awareness of company policies and regulatory expectations to support compliance and audit readiness.
Perform other duties and responsibilities as assigned.