Operations Manager

Intrepid Credit Union•Helena Valley Northeast, MT

1d•$55,033 - $85,494•Onsite

About The Position

One who is responsible for a variety of management level activities, overseeing the daily functions of transaction services, call center support, and payments functions, coordinating efforts of staff to ensure efficient, effective and accurate performance and provision of services. Assures adequate staff are available during hours to process all necessary functions. Supervises, coaches, trains and orients staff to the end that staff are well versed in coaching members toward appropriate products and services designed to make their financial lives easier and less costly. Establishes and maintains professional standards, policies and procedures for the teller, call center and payments area consistent with overall operations and philosophy of Intrepid Credit Union. Provides back up to Operations leadership as necessary. Serves as back up support for ACH Chargebacks, Wire processing NSF processes and IRA maintenance as needed to the Financial Operations Specialist.

Requirements

A two-year college degree, or completion of a specialized certification or licensing, or job-specific skills acquired through an apprenticeship program or combination of education and experience.
Three (3) to five (5) years of branch leadership in a credit union/bank, or related leadership experience.
Three (3) to five (5) years supervisory/management experience required, preferably in a financial institution.
Thorough understanding of Member Service, Call Center and Financial Operations functions.
Expert understanding of products offered by the credit union
Advanced knowledge of and the ability to comply with all laws, rules and regulations which apply to financial institutions, particularly credit union, including the BSA and anti-terrorism laws.
Windows-based systems, Word, Excel, Outlook, and the Credit Union’s internal operating system.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Oral and written communication; excellent organizational and analytical skills required to effectively plan, implement, evaluate, problem solve, and revise processes; organizational and analytical skills required for continuous, consistent implementation, design and development of policies, procedures, risk recognition, management, report generation, report interpretation, etc.; attention to detail.
De-escalate contentious situations; analyze a situation, problem solve and respond accordingly; perform work in a consistently accurate manner; utilize, evaluate and implement budgets, and sound financial management practices: utilize general office equipment such as copier, computer, and printers, etc.; coordinate a variety of processes on a daily basis with frequent interruptions; analyze and facilitate the implementation of new and improved technology services that support the Credit Union’s daily functioning; analysis of and coordinating changes in controls for such programs as products and Credit Union needs change.
Apply sound judgement to assess and appropriately evaluate risk in everyday member service interactions.

Responsibilities

Establishing, maintain and follow professional standards, policies and procedures for the area consistent with overall operations of the credit union.
Providing leadership to all operations staff members of the credit union.
Maintaining adequate staffing levels at all times.
Communicate regularly and as needed with Operations leadership regarding activities and needs, ensuring staff and credit union needs are met.
Training and coaching for product awareness resolves complex transaction and member issues.
Promote a service culture among assigned staff; coach and develop employees to address service-level opportunities.
Performs all tasks while striving to maintain the highest ethical standards and in support of Credit Union Values.
Ensure that assigned Operations staff are trained and adheres to fraud prevention policy and procedure(s).
Ensure Operations team is knowledgeable of and comply with company policies and procedures; laws and regulations, including full compliance with the BSA and anti-terrorism laws and regulations;
Ensure and monitor regular audits of teller draws, cash machines, vaults and Personal Teller Machines(PTM).
Demonstration and modeling of appropriate, accurate and consistent documentation.
Resolves audit and exam findings within the area of responsibility.
Performs all supervisory functions for staff directly supervised, including hiring, coaching, mentoring, scheduling, evaluating, educating, goal setting, career-pathing, disciplinary or reward processes, etc. Develops and/or arranges for appropriate in-service and orientation training for all assigned staff.
Coaches staff toward development and accomplishment of goals which reflect Credit Union philosophy and support objectives.
Conduct departmental meetings as often as necessary to assure appropriate education, communication and training occur.
Responsible for efficient, effective and accurate performance of assigned departments, working with other management staff to assure smooth coordination, quality control and flow of activities at each Branch.
Provides effective reports to management as needed and as required by regulation.
In conjunction with Operations Leadership, participates in the development and maintenance of an appropriate budget that includes adequate funds for equipment, programming and staffing necessary to deliver effective member services and support the staff.
Provides input for strategic planning and deposit product/service/technology idea development, research, review, and implementation.
Perform all functions in the safest manner possible and according to company procedure, assuring the safety of other employees and members.
Other duties as assigned.
Assures good interdepartmental relations.
Work on special projects, feasibility studies, etc. as assigned.
May assist in Member Service functions.
Serves as company advocate, appropriately representing the credit union in internal and public forums.
Establishes and maintains effective and professional relationships with members and business associates, ensuring that member needs are met and promptly taken care of.