Operations Continuous Improvement - Operations Program Manager - Member Servicing Comms

Golden 1 Credit Union•Sacramento, CA

10d•Hybrid

About The Position

This role is for an Operations Program Manager focused on Member Servicing Communications within the Operations Continuous Improvement department at Golden 1 Credit Union. The position is responsible for identifying and implementing process improvements, analyzing business needs, developing capacity models, and managing projects to enhance operational efficiency and member experience. The role requires a strong understanding of financial institution operations, project management, and regulatory compliance.

Requirements

Bachelor’s Degree from an accredited college or university required
Equivalent work experience may be considered
5+ years in project research, analysis, test planning and reporting within a financial institution required

Nice To Haves

Project management certification preferred

Responsibilities

Seeks out process improvement opportunities identified through a variety of sources- including committees, business owners, project teams, and proactive discovery.
Review, analyze and create detailed documentation of business unit needs, including workflow, program functions, and implementation schedules.
Develop capacity models to understand operational efficiencies and potential staffing issues.
Prepare and improve daily/monthly reporting for use by Senior Management.
Establish and maintain cooperative working relationships with other departments and third party service providers as needed to develop process improvements.
Leveraging data, documenting and communicating unresolved defects so they may be appropriately prioritized for future resolution and escalate potential issues that may affect system integrity.
Recommend business level changes in reaction to findings including identification of best business practices and solutions offered industry wide.
Drive new cross functional initiatives to meet credit union goals and make sound decisions in the absence of detailed instructions.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
Leads cross departmental projects and coordinates processes.
Works directly with appropriate personnel to understand the process which will result in proof of concept.
Guides projects from original concept to final implementation, while developing schedules, plans, and specifications for time and resource allocation.
Collaborates with business owners to evaluate processes and to define and prioritize opportunities to streamline process, practices, and procedures to ensure service improvement excellence.
Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing and tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
Perform research for new products, services, and equipment related to the business unit needs.
Also perform business surveys and analyze products, trends, and existing issues in the industry.
Assist with the testing and validation of system enhancements.
Maintain confidentiality of documentation and communication to and from management.
Perform other functions/duties or special requests assigned.