Operations Manager, Credit Union

FIREFIGHTERS FIRST FEDERAL CREDIT UNION • Hendersonville, TN

3d

About The Position

Firefighters First Federal Credit Union is hiring an Operations Manager to lead end-to-end operational support for members and internal teams. The role ensures accurate, efficient, and compliant service delivery; serves as the primary contact and operational ambassador for member-facing teams; guides teams, manages escalations, integrates new back-office responsibilities, and improves workflows.

The manager oversees daily functions and key processes, including account maintenance; Trust and IRA administration; deceased, inactive, and dormant accounts; DMV and title operations; payments, wires, mail, levies, subpoenas, and warrants; statements and tax forms; backup withholding; escheatment; deposit rate changes; system upgrades; and new product implementations. The role also maintains operational and DMV/title policies and procedures, monitors metrics, leads cross-functional improvements, and ensures timely completion of tasks and projects.

As a people leader, the manager coaches and mentors team members, provides training and resources, holds teams accountable for service-level agreements and quality, supports employee development, leads change, and helps execute the credit union’s business plan. The position is based in Hendersonville, Tennessee.

Requirements

• Bachelor’s degree.
• At least 5 years of banking or credit union experience.
• At least 3 years 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, and dormant accounts, and DMV/title activities.
• Manage payments, wires, mail, levies, subpoenas, and warrants in compliance with regulatory, procedural, and audit requirements.
• Oversee DMV and title operations, including lien perfection, issue resolution, and coordination with vendors, state agencies, branches, and internal teams; mitigate operational and compliance risk.
• Oversee member statements, tax forms, backup withholding, escheatment, deposit rate changes, system upgrades, and new product implementations.
• Develop and maintain Operations and DMV/title policies, procedures, and job aids, serving as a subject matter expert and ensuring controls and risk mitigation.
• Monitor operational metrics, identify trends, and lead cross-functional process improvements to streamline workflows and improve efficiency and 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 successfully.
• Hold teams accountable for service-level agreements and accurate, efficient work; provide coaching, feedback, or training as needed.
• Ensure development opportunities are available to team members as part of their career paths.
• Lead change by identifying opportunities to improve service levels.
• Assist the credit union in executing its organizational 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% safe harbor contribution and matching program of up to 4%.
• Education reimbursement of up to $5,250 annually.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager